Dealer Support Specialist


Description

Dealertrack, a Cox Automotive Brand, is currently looking for a Dealer Outreach Specialist with a proven history of client satisfaction to join our Operations team in Lake Success, NY.

Our Teams:

Dealertrack's teams are comprised of versatile, hardworking, and creative thinkers with diverse skill sets who can adapt to the rapid changes in the automotive and technology industries. Our professionals are committed to changing the way people shop for and purchase vehicles through our connected digital software solutions.

Job Summary:

The essential responsibilities of the Dealer Outreach Specialist is to be an advocate for existing Dealertrack dealer customers by proactively contacting them to obtain feedback of their experience with our new platform.  Responsible for capturing key information to share with the product and upper management team.  Key data to capture includes, competitive data, functionality concerns, user experience, features requests and where needed training of the platform. Supported by the Sr. Manager and a Senior Dealer Support Specialist, the Dealer Outreach Specialist will ensure that the feedback is accurate and comprehensive. Client satisfaction and reporting accuracy are key metrics for success.

The Dealer Outreach Specialists 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 it as easy as possible to do business with Dealertrack.

Your Role:

  • Proactively obtain feedback on user experience.
  • Ask open ended questions to determine the root cause of any issues.
  • Address customer service issues immediately, and escalate when needed.
  • Document the results of the calls and provide comprehensive reporting on the details
  • Increase utilization of the Dealertrack next-generation F&I solution and technology by providing additional training when necessary

The individual will interface with Operations and Management team members, for product service, utilization, training, and new feature awareness.  Their focus will be on proactive, continuous improvement within and across functional organizations in support of the customer.  Effective remote management of their assigned accounts is a key requirement for this position.



Qualifications

  • A Certificate/Associate Degree; College Degree - Preferred
  • Candidate with automotive sales or relevant sales experience is preferred.
  • 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.
 

About us:

Dealertrack, a Cox Automotive Brand, is building a connected suite of software solutions and services to help automotive dealers thrive in today's digital retailing environment. From digital marketing to credit applications and financing, our integrated approach is making buying, selling and shopping for a car more efficient and enjoyable for everyone involved.


Organization: Cox Automotive

Primary Location: US-NY-Lake Success-1111 Marcus Ave

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing