DealerOn · 4 hours ago
Customer Specialist I
United States
Full-time
Remote
Mid Level
$44K/yr - $52K/yr
3+ years expDealerOn is an online marketing company providing website and agency services to automotive dealerships. The Customer Specialist I is responsible for delivering outstanding technical support to customers, resolving issues through various channels, and enhancing the customer experience by building relationships and demonstrating product expertise.
Marketing
No H1B
Responsibilities
Be an active member of the support team that is tasked aiding in ticket creation, root cause identification, issue resolution, notification of incident reports and demonstrating service delivery best practices with an emphasis on first call resolution
Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed
Ensure that daily individual case quotas are met or exceeded, and the customer’s technical issues are resolved in a professional, empathetic, and effective fashion according to team processes
Demonstrated knowledge and experience in multiple processes, functions, and technologies as well as the ability to navigate across the organization to find solutions
Ability to consistently utilize available resources and tools to handle complex email, web and telephone inquiries and requests
Ability to de-escalate customer concerns, articulate complex information to customers, and provide an optimal resolution that embodies a world class customer experience
Document all customer issues, interactions, and resolutions in the case management systems
Provide an excellent customer service experience to customers by consistently delivering support using recognized best practices whether the interaction is in person, via phone or by email
Participate in technology update meetings to stay abreast of platform changes and provide insight as to the effects on support delivery
Demonstrate a rudimentary understanding all risks associated with managed processes and how to implement known controls that may mitigate risk
Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community
Provide management with production summaries on a weekly and monthly basis
Qualification
Required
Bachelor's Degree in computer science, web design, technical project management, or equivalent program and certification
Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills
Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and providing accurate resolutions in a timely manner
Ability to think critically and contribute to the ongoing improvement of DealerOn's products and processes
Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner
Ability to work effectively as part of a team as well as the determination to take on independent initiatives
Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
3+ years of technical support delivery experience
1+ years of DealerOn experience or hands on experience with DealerOn's products
Familiarity with the daily procedures of a technical contact center
Working knowledge of HTML, CSS, and JAVA SCRIPT
Experience with at least one content management system (CMS) such as WordPress, Drupal, Joomla
Experience with Google Analytics
Working knowledge with the Agile methodology and ticket management systems such as JIRA
Constantly takes the initiative to solve difficult problems that improve the efficiency and effectiveness of the contact center
Preferred
Ability to consistently demonstrate the organization's core values and elevate the team spirit of their teammates
Demonstrated ability to consistently compartmentalize their daily activities and provide exceptional results
Benefits
Medical, dental and vision insurance
Company matched 401K plan
Flexible PTO + Sick Leave
6 weeks paid Parental Leave
8 Paid National Holidays
Company-paid basic Life Insurance
Voluntary supplemental Life Insurance
Voluntary long-term/short-term disability insurance
Voluntary Pet Insurance
Optional Healthcare/Dependent Care FSA Account
Company
DealerOn
Car dealers using DealerOn’s websites and marketing services generate more leads and sell more cars than ever before.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
NexPhase Capital
2020-01-06Private Equity
Leadership Team
Ali Amirrezvani
Chief Executive Officer
Bill Wittenmyer
Chief Sales Officer
Recent News
2025-09-14
2024-05-29
Company data provided by crunchbase