Customer Specialist II
Job Summary
Customer Specialist II (CS II) 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 II must be comfortable multitasking, prioritizing workloads, and providing second-level product expertise, especially in cases beyond the scope of first-level support. This role plays a critical part in shaping a positive customer experience by demonstrating professionalism, transparency, and a commitment to continuous improvement.
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
Job Expectations:
- 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, research and resolve 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:
- 4+ years of customer service experience in a call center environment or 4+ years of technical support delivery experience
- 2+ years of Automotive industry experience
- Excellent written, communication and interpersonal skills
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
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.