Onboarding Specialist

About the role

The Onboarding Specialist will communicate, grow, build, and raise awareness of RouteOne services and Integrated Partner Programs among RouteOne’s dealer customer base. This role within RouteOne’s Sales organization will drive dealer and Integrated Partner engagement and utilization of RouteOne’s platform by supporting Integrated Partners’ Go-to-Market requirements, new dealer onboarding, activation of services, and system training. This is a full-time position supporting multiple Integrated Partners and a national dealership market.

Responsibilities

• Lead the Dealer Onboarding Experience:
  • Collaborate with internal support personnel, sales teams, and RouteOne Integrated Partners to coordinate and execute all aspects of new dealer onboarding, ensuring an exceptional customer experience.
  • Contact automotive dealerships nationwide to configure RouteOne functionality based on Integrated Partner’s program requirements.
  • Become an expert on dealership processes and indirect finance through internal training programs.
  • Identify and report on dealer conversion opportunities.
  • Maintain records of dealership contacts and activities.
• Support the Partner Onboarding Experience:
  • Support the execution of RouteOne Integrated Partners’ account strategies, meeting all timeline metrics for each account with a customer-centric approach.
  • Work closely with Sales, Customer Solutions, and Integrated Partners to gather and maintain thorough documentation of each Integrated Partner’s requirements to ensure dealer onboarding requirements are met and dealer participation agreements are completed in accordance with Go-Live dates.
  • Develop launch reports, track and monitor activities, and escalate blockers or delays to dealer sales teams and Integrated Partners.
  • Support administrative and operational tasks related to field activities, such as integration or onboarding related troubleshooting and issue resolution.
• Develop and maintain exceptional customer satisfaction:
  • “Be the voice of the customer.”
  • Identify and report obstacles preventing dealer or Integrated Partner satisfaction or utilization.
  • Recommend actions to minimize or eliminate dissatisfiers.
  • Respond to Dealer and Integrated Partner needs and follow through on commitments/deliverables.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Requirements

• Basic knowledge of dealership systems and new digital retail technologies, credit processes, and B2C eCommerce solutions.
• General understanding of auto dealer and finance source processes and relationships.
• Proficient in Microsoft Office products, including Word, PowerPoint, Excel, Outlook, Teams, and Visio.
• Ability to build relationships both within and across organizations.
• Excellent communication and presentation skills.
• Motivation to work in a customer-first culture, independently and in a team environment.
• Develop and maintain a working understanding of RouteOne products/services.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 0-2 years of experience preferred.
• Salesforce and Jira experience preferred but not required.