Dealer Operations Coordinator

Job Overview

JOB DETAILS

REQUIREMENTS

• Proficient phone skills – ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.
• Proficient knowledge of Microsoft Windows, Type 35 wpm
• Proficient skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management
• Advanced skillsets: Customer orientation; Identifying and prioritizing customer needs and recognizing constraints
• Ability to work with minimal supervision
• Creative problem-solver – Proficient ability to analyze a situation and apply critical thinking to resolve issues.
• Ability to function within a team environment.
• Demonstrated independent judgment skills.
• Ability to handle multiple tasks.
• Minimum High School Diploma/GED or Minimum bachelor’s degree or related field.
• Proficiency with Microsoft Office products (e.g., Excel, Word, Outlook).
• Minimum of 2 years in a customer service role, or general business experience

RESPONSIBILITIES

• Answer incoming emails/phone calls on all information regarding the Authorized Dealer Program, to include dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp and internal departments related to address validation.
• Accountable for research and resolutions of all contracts that are initially declined for purchase.
• Assist with special projects, as necessary.
• Maintain current and up to date knowledge of dealer activities and issues.
• Monitor activity for fraudulent or deceptive practices, reporting concerns to leadership for risk mitigation.
• Adhere to SLAs (Service Level Agreement) for responsiveness to internal and external customers.
• Meet quality assurance standards for excellence ensuring best in class support of our dealers.
• Audit customer accounts to review and update the information on new and existing customers.
• Review customers’ accounts in the effort to resolve outstanding funding blockers that can prevent the Authorized Dealers account from funding.
• Add, update, or reset users in Equifax for new and existing Dealers, to allow them to run customer credits or review customer information. They will also add users within our Dealer Operations team.
• Review documentation received from our Authorized Dealers to resolve funding blockers, update customers information, update the address exception if documentation is acceptable and provide feedback on if they Dealer can proceed with install for a customer’s account.
• Manually dial new customers and complete a welcome survey.
• Receive inbound calls from customers and dealers to review and update the information on new customers accounts.
• Manually dial new customers to review and update their original repsonses.
• Dealer Operations Tier 1 capability
• Readiness for Dealer Operations Tier 3
• Additional duties as assigned.

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