The essential responsibilities of the Dealer Support Specialist are to act as the company's main contact and advocate for existing Dealertrack dealer customers by proactively serving as their advisor and navigator throughout the upgrade process.
The Specialist will oversee accurate delivery and support of all Dealertrack products as the dealer upgrades to Dealertrack unifi. Client satisfaction, utilization and retention are key metrics for success.
The Specialist's main responsibility is to act as the liaison for information flow between Dealertrack and the customer to ensure our clients receive the maximum benefit from Dealertrack products and services. Educates and assists customers to make the transition to the new platform as easy as possible.
Oversees customer satisfaction, while transitioning clients to the new platform.
Retain existing product subscriptions, by overcoming objections and selling the advantages to the new platform.
Perform product support and training.
Address customer service issues, and escalation technical issues to the appropriate team for resolution.
Monitor open issues until resolved, and document results within Salesforce.com.
Maintain utilization of Dealertrack products, by leveraging reporting that offers data pre/post conversion.
Travels on-demand and/or for scheduled appointments to client sites, when approved.
The individual will interface with Operations and Management team members, for product service, utilization, training and dealer feedback.
Effective remote management of their assigned accounts is a key requirement for this position.
High School Diploma or GED Required
A Certificate/Associate Degree; College Degree Preferred
Candidate with automotive sales or relevant sales experience is required.
Background in the implementation of standardized processes and setting goals based on meeting quotas and service level agreements.
Must be self-motivated with high personal integrity and positive attitude.
Motivated, self-starter with a high-energy level and a strong desire to succeed.
Excellent organizational, follow-up and time management skills with a strong attention to detail.
Strong interpersonal and listening skills.
Strong problem solving and decision-making skills, with the ability to follow-through independently and multi-task.
Demonstrated ability to remain flexible while responding quickly to changing priorities in a fast-paced environment.
A strong understanding of the auto business and how a dealership operates.
Microsoft Excel, Word and CRM knowledge/experience a must.
Excellent oral and written communication skills as well as follow-up and prioritization skills with the ability to effectively interact with both internal and external customers.
Ability to travel up to 4 days per week as needed.
Other duties as needed or required
Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.