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Customer Support Specialist

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 4,000 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.

Job Description

The Customer Support Specialist (CSS) is responsible for answering customer incoming calls, creating ticket cases using Salesforce while documenting, performing and solving customer requests with a first call resolution goal. This individual will be a successful point of contact with proven customer service experience in a dynamic, customer focused and people first organization. We are seeking a proactive professional who will help shape and enhance our client support and customer experience for both internal and external customers. This is an entry level remote position reporting to the Headquarters office in Rockville, MD.

Essential Functions

  • Manage incoming support tickets which could include validating support tickets, providing updates and callbacks within a timely manner and occasionally triaging tickets that need additional support to the proper department
  • Demonstrate excellent customer service skills with the ability to take ownership, researching and resolving customer inquiries
  • Document detailed and accurate information within our Salesforce application during customer interactions
  • 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
  • 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
  • Perform other tasks as directed by the Customer Support Supervisor and/or Customer Support Manager

  • Bachelor’s Degree or equivalent experience
  • 2 years of customer service experience
  • Strong phone etiquette
  • Ability to multi-task in a fast paced and dynamic environment
  • Highly adaptable to process and system changes
  • Proactive teammate
  • Proficient knowledge of MS Office Suite (Word, Excel, Outlook)

  • 1 or more years’ experience in a call center environment
  • 3 years of DealerOn experience

  • High-Speed Cable Internet connection with a rated speed of 15Mbps
  • Reliable Internet Service Provider (ISP) necessary to perform job

  • Medical, dental and vision insurance
  • Company matched 401K plan
  • Flexible PTO + Sick Leave
  • 4 weeks paid Parental Leave
  • State of the art technology
  • Company-paid Basic Life Insurance
  • Voluntary Supplemental Life Insurance
  • Voluntary Long-term/Short-term disability insurance
  • Paid National Holidays
  • Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work). Show more Show less

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