Customer Support Specialist
New
J
JobgetherAutomotive digital services
Based in the United StatesFull-Time
Salary20 - 21 USD per hour
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Job Details
- Required Skills
- Microsoft ExcelMicrosoft OfficeCustomer SuccessCustomer support
Requirements
- High School Diploma or equivalent qualification.
- Previous professional experience in customer support, customer success, account support, or a related customer-facing position.
- Advanced proficiency in Microsoft Excel and Microsoft Office applications.
- Ability to manage, organize, validate, and analyze operational data.
- Strong verbal and written communication skills for interacting with customers, dealers, vendors, and internal stakeholders.
- Strong organizational and time-management skills to manage multiple accounts, support requests, and administrative responsibilities.
- Attention to detail when maintaining customer records, case documentation, and program information.
- Problem-solving skills to investigate customer issues, identify solutions, and escalate complex matters.
- Ability to collaborate with cross-functional teams and take ownership of individual responsibilities.
- Ability to work independently in a full-time, remote, work-from-home environment.
- Flexibility to manage working hours and coordinate with colleagues and stakeholders across different locations.
- Salesforce CRM or similar customer relationship management platform experience is preferred.
- Automotive industry or automotive digital services experience is preferred.
Responsibilities
- Manage a portfolio of dealer accounts and support customers using digital products, services, and programs.
- Monitor account performance, identify issues, and coordinate solutions to improve customer satisfaction and retention.
- Process and record program enrollments, activations, cancellations, buy/sell activities, and account changes.
- Create and update Salesforce CRM cases and document information for tracking, reporting, and resolution.
- Monitor support tickets, shared inboxes, case queues, and escalations to support timely resolution.
- Validate enrollment, activation, cancellation, and customer information for accuracy and completeness.
- Assist with troubleshooting program connections, digital integrations, and technical issues, escalating complex cases as needed.
- Coordinate customer onboarding and activation with relevant stakeholders and track progress.
- Assist with data audits, operational reporting, and performance tracking.
- Identify opportunities to improve support workflows and operational efficiency.
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