Dealer Support Specialist


Description

Dealertrack is currently looking for a Dealer Support Specialist with prior experience managing customers to join our team in the Lake Success area. 

The Job:
In this role, you will be acting as the company’s main contact and advocate for existing Dealertrack dealer customers by proactively serving as their advisor and navigator throughout DT to meet key objectives

Your Role:
  • Serves as a liaison and the main resource for customers and provides product support, utilization and training, additional business opportunities, and challenges faced by client.  Manages customer relationships from the day a new software or service contract is signed through the life of the customer.  Maintains accurate and current customer information.
  • Listens actively to the customer, establishes rapport and trust and quickly understands and analyzes their needs.  Develops and fosters a strong relationship as trusted advisor to their dealer customers and maintains open lines of communication.
  • Organizes daily activities to pro-actively contact, solicit, sell and service the customer base. Coordinates client interaction that could include conference calls, quarterly on-site visits, and account reviews.  Conducts Customer Satisfaction Surveys.
  • Meets or exceeds key performance indicators, as established by Dealertrack, including but not limited to utilization, retention, and product subscription expansion.  Develops and tracks customer satisfaction, quality and service metrics.  Develops a course of action to accomplish sales goals by identifying potential sales opportunities and establishing contact plans, call priorities and frequencies.
  • Actively uncovers customer objections/concerns, determines appropriate approach and provides solutions.  Ensures issues are addressed and the customer is completely satisfied with Dealertrack products and services.  Elevates unresolved customer issues to appropriate resources.  Takes ownership of follow-up work necessary to service the customer.
  • Fully leverages all resources and support provided by Dealertrack. Effectively interacts with a variety of stakeholders such as the OEM, Marketing, Operations and Technology to drive understanding of customer needs, including the design and maintenance of new system functionality, reports and analytics.  Provides leadership and direction to supporting teams as it relates to the expectations of the customer.  Coordinates and monitors delivery of customer requests with support teams.  Ensures service needs of the customers are met by handling requests directly and/or referring to appropriate service channels.
  • Performs training on Dealertrack products. Consistently seeks knowledge about Dealertrack products and services and understands competitive environment in order to educate and encourage customers on the use of Dealertrack’s products.
  • Improves the overall customer experience by making the required information readily available. Provides training for new self-service features as necessary.


Qualifications

  • Bachelor’s degree in a related career field
  • Four years of client relations experience or experience in building collaborative customer relationships
  • Customer-centric and team-oriented, able to build and manage customer relationships by championing customers through implementation, training and providing on-going support.  Proven commitment to customer satisfaction
  • Strong leadership, organizational, customer relationship and communication skills to perform account management responsibilities to include client presentations, program reviews, and proposal development.
  • Proven track record of high quality employee retention and supervision.  Highly developed decision-making and problem-resolution skills.
  • Demonstrated ability to lead projects / team to successful, on-time completion.  Ability to identify and implement process efficiencies to meet service targets.
  • Proficiency in Microsoft Excel, Word, and SalesForce.com.
  • Dealertrack product knowledge.
  • Previous leadership experience with responsibilities for leading client engagement teams, meeting deliverables, implementing value-add solutions, developing and maintaining client relationships, providing on-site customer care, account strategy development / execution, service delivery, and sales support.
  • Valid Driver’s License
 

Who We Are + What We Do

As part of the Cox Automotive family, Dealertrack 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: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing