Job Description:
The Customer Specialist I (CS I) is responsible for delivering exceptional customer support by answering incoming calls, creating and managing cases in Salesforce, and resolving issues with a focus on first-call resolution. This role requires a proactive, customer-first professional who can effectively support both internal and external clients across multiple channels, ensuring issues are resolved accurately and within service level expectations.
The ideal candidate brings proven customer service experience, strong attention to detail, and a consultative, relationship-focused approach. The CS I must be comfortable multitasking, prioritizing workloads, and providing first-level product expertise especially in cases beyond the scope of entry-level support. This role plays a critical part in shaping a positive customer experience by demonstrating professionalism, transparency, and a commitment to continuous improvement.
Please note: The schedule for this opportunity would be 12 PM - 9 PM or 1 PM - 10 PM Eastern Time, Monday - Friday.
Essential Functions:
- Answer inbound calls from customers while implementing the necessary customer satisfaction skills which include phone etiquette, accountability and active listening while meeting specific service level and performance goals.
- Manage incoming support tickets to ensure all customer inquiries are resolved effectively and efficiently. This includes validating support tickets, providing updates and callbacks within a timely manner and occasionally triaging tickets that need additional support from the proper department.
- Demonstrate excellent customer service skills with the ability to take ownership, researching and resolving customer inquiries with an emphasis on first call and one contact resolutions.
- Utilize an internal knowledge base system for customer interactions to help provide support and ensure accurate resolutions and information.
- Maintain and promote a positive outlook and embrace change.
- Meet and strive to exceed departmental performance goals in relation to quality, production and schedule adherence.
- Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed.
- Demonstrates the ability to deliver exceptional customer service by effectively using available resources and tools to manage and accurately document complex inquiries and requests via email, chat, and phone within the Salesforce application.
- An ability to de-escalate customer concerns, articulate complex information to customers, and provide an optimal resolution that embodies a world class customer experience.
- Ensure that daily individual case quotas are met or exceeded, and the customer’s technical issues are resolved in a professional, empathetic, and effective fashion according to team processes.
Required Skills/Experience:
- 2+ years of customer service experience in a call center environment or 2+ years of technical support delivery experience
- 1+ years of Automotive industry experience
- Strong phone etiquette
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
Competencies:
- Effective communication and verbal skills
- Flexibility & Adaptability
- Team oriented and the ability to work collaboratively
- Proactive in taking initiative
- Ability to multi-task in a fast paced and dynamic environment
- Executes on the Extreme WOW with every customer interaction
- Highly adaptable to process and system changes
- Knowledge of HTML, CSS, JAVASCRIPT and use of technology
This position is open to US residents only.
The targeted salary range for this position is $43,888 - $51,900.
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.
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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About DealerOn
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.