Dealer Support Center

At-a-Glance:
Are you ready to build your career by joining an international automotive company. If so, our client is hiring a Dealer Support Center.

Position Type:

• Contract
• Onsite

Required

• Education
• • Currently pursuing or recently completed an undergraduate or graduate degree in Business Administration, Communications, Automotive Management, Information Systems, or a related discipline.
  • Prior customer service, dealership, automotive, or corporate internship experience is preferred but not required.
• Experience
• Demonstrated interest in business operations, customer experience, or the automotive industry through coursework, internships, part-time employment, or project work.
• Basic understanding of business concepts and customer-focused processes.
• Experience collaborating on team-based projects, internships, student organizations, or work assignments.
• Strong communication, organizational, and problem-solving skills.
• Prior customer service, dealership, automotive, internship, or corporate experience is preferred but not required.
• Skills
• • Must exemplify a world-class customer service experience.
  • Must have a positive and willingness to help attitude.
  • Ability to work in a fast-paced environment.
  • Ability to quickly pivot and manage complex inquiries.
  • Excellent verbal and written communicator.
  • Ability to show a strong sense of urgency and accountability.
  • Ability to remain calm and focused under pressure.
  • Understanding and adherence to data security and privacy protocols.
  • Ability to support through various channels of communication.
  • Critical and creative problem-solving skills required.
  • Ability to be flexible and adaptable.
  • Proficient with all common Microsoft applications, including PowerPoint and Word.
  • ​​​​​​​Proficiency in platforms and systems.
• Special knowledge
• • Knowledge/awareness of call center operations, telephony systems and software
  • Strong network within is beneficial – particularly in Network Development, Sales, Customer Services, Distribution, Logistics, Pre-Owned, Vans and Marketing/Digital House

Responsibilities:

• Dealer Support Center is responsible for guiding dealer and field support services by managing inquiries through the Star Support Tool, as well as through direct channels such as phone, email, and chat.
• Ensure timely resolution by coordinating with various business units to escalate cases when needed.
• In addition to reactive support, proactively identify trends through data analysis and recommend solutions that reduce inquiry volume and improve the overall dealer experience.
• Streamline operations and makes doing business with and more efficient for the franchise network.
• Address complex dealer inquiries and provide solutions, ensuring customer satisfaction.
• Escalate necessary inquiries to the appropriate business unit subject matter experts.
• Ensure all dealer and field inquiries are responded efficiently and with priority.
• Appropriately document each inquiry to ensure high degree of data integrity used to steer the business.
• Monitor and adhere to the quality of support interactions to ensure measured metrics are met.
• Handle escalated dealer and field inquiries and issues that may require additional attention or expertise.
• Act as an advocate of the dealer within the organization, representing needs and concerns to other departments.
• Maintain and update documentation for support processes, troubleshooting procedures, and dealer interactions.
• Utilize artificial intelligence, support center technologies, and available tools effectively to streamline processes and enhance dealer support capabilities.
• Ensure performance metrics such as response times, resolution times, and satisfaction scores are met and/or exceeded.
• Ensure volume metrics and KPI’s are met and/or exceeded to provide expected level of support.
• Provide guidance and education to dealers on how to use products or services more effectively.
• Continuously learn, train, and develop on companywide programs, policies and process’.
• Process Improvement
• Identify opportunities for process improvement and efficiency in support center operations.
• Using data, identify trends and areas for improvement.
• Collaborate with business units and Advisors to recommend and refine process improvements.
• Adhere to and execute all defined process improvement guidelines established by business units and leadership.