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Customer Specialist II

Customer Specialist II

DealerOn, Inc.Rockville, MD, US
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Job Description :

  • The Customer Specialist II (CS II) is a senior technical support role responsible for owning complex and critical escalated technical customer issues as well as escalated customer projects that originate from various technical teams.
  • This position will also provide level II support directly to customers who are experiencing technical issues that are beyond the scope of the first level customer support.
  • The CS II will partner with the other internal teams and act as a subject matter expert to ensure the supportability of DealerOn’s service delivery.
  • The CS II should be well organized with the ability to work independently in a dynamic, fast-paced environment, able to multi-task and prioritize workload and consistently display solid decision-making skills.
  • This is a remote senior level position, based out of the Headquarters office (Rockville, MD).

Essential Functions :

  • Act as a technical leader for the entire support team that is tasked aiding in ticket creation, root cause identification, issue resolution, notification of incident reports and demonstrating service delivery best practices.
  • Be responsible for alerting and advising management of systemic knowledge gaps and recommending an appropriate course of action for remediation.
  • Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed.
  • Ensure that customer issue escalations are resolved in a professional, empathetic, and effective fashion according to team processes.
  • Serve as a liaison between the customer and other internal teams to ensure that active and pending projects and issues are moving efficiently toward completion or resolution.
  • Demonstrate extensive knowledge and expertise in multiple processes, functions, and technologies as well as the ability to navigate across the organization to find solutions.
  • Proactively identify and address potential customer interaction issues (e.g., call drivers that impact customer sites) that impact a world class customer experience.
  • Document all customer issues, interactions, and resolutions in the case management systems.
  • Provide an excellent customer service experience to both internal and external customers whether the interaction is in person, via phone or by email.
  • Translate customer objectives and issues into detailed actionable requests that internal teams can easily understand and internalize.
  • Ensure that all customer configurations consistently align with recommended best practices.
  • Collaborate with creative teams to identify scope changes, possible roadblocks, and potential improvements to the product implementation process.
  • Participate in technology update meetings to stay abreast of platform changes and provide insight as to the effects on support delivery.
  • Provide the training team with relevant content as necessary to ensure the support team remains knowledgeable and successful through effective training and ongoing communication.
  • Demonstrate an in depth understanding all risks associated with managed processes and how to implement controls that mitigate risks where none currently exist.
  • Identify general knowledge and process gaps and bring awareness to management so they can facilitate relevant remedies.
  • Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community.

    • Assist Management with the implementation of various tasks that improve the support organization and quality of support provided to customers.  Required Skills / Experience :

  • Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification. 4+ years of technical support delivery experience. 3+ years of DealerOn experience.
  • Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate in depth technical knowledge, professionalism, empathy, and communication skills.
  • Significant experience in a technical contact center environment that includes the ability to expertly troubleshoot issues to their root cause and providing accurate resolutions in a timely manner.
  • Ability to think critically and contribute to the ongoing improvement of DealerOn’s products and processes.
  • Ability to quickly respond to changing department priorities with demonstrated leadership within the team.
  • Ability to work effectively as part of a team as well as the determination to take on independent initiatives.
  • Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
  • Familiarity with the daily procedures of a technical contact center.
  • Strong understanding of HTML, CSS, JAVA SCRIPT, jQuery and Bootstrap framework.
  • Proficient with at least one content management system (CMS) such as WordPress, Drupal, Joomla.
  • Google Analytics Certified Working knowledge with the Agile methodology and ticket management systems such as JIRA.
  • Constantly takes the initiative to solve difficult problems that improve the efficiency and effectiveness of the contact center.

    • Preferred Skills / Experience :

  • Ability to consistently demonstrate the organization’s core values and elevate the team spirit of their teammates  Demonstrated ability to consistently compartmentalize their daily activities and provide exceptional results.   #LI-Remote The targeted salary range for this position is $41,200 - $74,700 The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility.
  • Our Talent Acquisition Team will be happy to answer any questions.
  • This position is open to US residents only.

    • About Us :

  • We are an online marketing company providing website and agency services to automotive dealerships across North and South America.
  • We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love.

    • Our business model is working :

  • we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners.
  • We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

    • Perks and Benefits :

  • Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including : Medical, dental and vision insurance Company matched 401K plan Flexible PTO + Sick Leave 6 weeks paid Parental Leave 8 Paid National Holidays Company-paid basic Life Insurance Voluntary supplemental Life Insurance Voluntary long-term / short-term disability insurance Voluntary Pet Insurance Optional Healthcare / Dependent Care FSA Account DealerOn is an Equal Opportunity Employer.
  • We celebrate diversity and are committed to creating an inclusive environment for all employees.

    • We also participate in E-Verify (for more information, click here :

  • E-Verify Participation and Right to Work ).
  • A successful candidate must pass a background check as a condition of joining the team.
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