Dealer Support Specialist

V2Soft, Inc

Dearborn, MI

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JOB DETAILS

JOB TYPE

Contractor

SKILLS

Acceptance Testing, Automotive Sales, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Detail Oriented, Documentation, Follow Through, Help Desk, Identify Issues, Internet Application, Interpersonal Skills, Meet Sales Quota, Multitasking, Needs Assessment, Online Marketing, Problem Solving Skills, Process Improvement, Product Support, Product/Service Launch, Promotional Programs, Reimbursement, Resolve Customer Issues, Root Cause Analysis, Team Lead/Manager, Team Player, Technical Marketing, Technical Support, Time Management, Trend Analysis, Vendor/Supplier Evaluation, Writing Skills

LOCATION

Dearborn, MI

POSTED

3 days ago

Job Summary: The Specialist, Digital Support (DSS) is responsible for providing technical support to Ford Dealers and Lincoln Retailers across all regions. The DSS will partner with vendors, internal team members and Digital Performance Consultants (DPCs) to assess and resolve customer product inquiries. The Specialist, Digital Support has a significant impact on Dealer/Retailer satisfaction by providing resolution to complex technical problems. Whether by phone or email, the DSS will exhibit professionalism, understanding dealer needs and maintaining extensive product knowledge. This position is best suited for those with a natural curiosity and sense of urgency with problem-solving. Essential Job Functions: 1. Be the face of FordDirect to Dealers and vendors for technical and product support needs. 2. Field Dealer/Retailer inbound calls and emails, troubleshooting and resolving concerns, maximizing satisfaction and retention. 3. Promote FordDirect products which may address/improve current Dealer/Retailer issues, forwarding leads to field team members. 4. Take ownership of open cases, finding workarounds, documenting the status and proactively following-up to ensure timely resolution and excellent customer service. 5. Utilize ticketing systems to open help desk tickets and identify trends of technical problems to prevent future occurrences. 6. Document interactions with Dealer/Retailer customers and vendors in the CRM system, providing clear visibility into customer interactions for field team and other team members. 7. Work closely with vendors to investigate product issues, escalating product and/or vendor performance concerns as needed. 8. Evaluate dealer/retailer credit requests for Leads, determining the validity and applying reimbursement if applicable. 9. Work cross-functionally within FordDirect to support and/or execute product pilots, launches, and User Acceptance Testing (UAT). 10. Provide feedback and suggestions for product improvements and the overall customer experience. 11. Maintain and apply deep product knowledge to determine root-cause of issues, continuously helping dealers/retailers reach their goals of selling more cars and trucks. Other Responsibilities: Other responsibilities as assigned Minimum Qualifications and Job Requirements: Customer service experience using online, web-based applications required. Interfacing with automotive retailers preferred Customer Relationship Management (CRM) tools and Digital Marketing preferred. Tech savvy, with the ability to quickly navigate between multiple online systems and platforms. Exceptional communication skills and experience managing difficult conversations. Naturally curious, with sound judgment and a persistent approach to problem-solving. Knowledge of dealership operations is preferred. Proactively problem-solve and multitask while maintaining composure and attention to detail. Follow through mindset to uphold a 'close the loop' culture. A positive approach to serving customers and providing exceptional customer service. Ability to demonstrate good judgment, high ethics, and project a professional image. Ability to work independently and as a collaborative team member with a positive 'can do' attitude. The drive to identify and seize opportunities for continuous improvement as business needs change. Excellent organization, flexibility and time management skills and the ability to work in a dynamic, deadline driven environment. Exceptional interpersonal and business communication skills (written Preliminary Screening Questions: Does candidate automotive support experience? Does candidate have digital/website technical support experience

About the Company

V2Soft, Inc

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