Job Details
The role of the Customer Support Specialist is to engage our customers to help foster their success by using their critical thinking and problem-solving skills to guide and advise the customers on how our platform can improve their business. A Customer Support Specialist will be responsible for advising existing customers regarding operational efficiency and profitability, as well as new customer onboarding, troubleshooting, and resolving customer issues.. The Customer Support Specialist will work directly with customers to resolve system issues reported by phone and email and be the technical liaison between the application development team and the business customers. The Customer Support Specialist will also have some account management duties with a responsibility for increasing utilization of the RouteOne Menu tools and helping customers implement best practices to grow their respective businesses. This position has the ability and responsibility to help customers increase their profitability and performance using RouteOne technology. The ideal candidate should demonstrate strong skills in customer service, the ability to learn rapidly evolving technology, and the capability to work in a self-guided fashion.
Job Requirements
- Resolve customer issues as they arise during business and are reported by way of customer direct phone calls & emails. This requires an ability to work without a script or decision tree to guide responses and apply both business and system level knowledge to implement quick solutions.
- Conduct live system training with customers.
- Proactively contact customers to help resolve system issues.
- Work directly with customers (dealers) to educate them on best practices within the RouteOne Menu system.
- Provide key insight into flawed processes or practices utilizing the RouteOne Menu system that could influence the course of business for a customer.
- Ascertain deficiencies and identify opportunities to improve system usage through careful observation and discussions with dealership personnel.
- Work directly with customers to implement goal setting and interpreting financial reports.
- Document customer activity and interactions.
- Document system issues and business practices for system development.
- Complete system set-ups and configurations.
- Conduct the QA process by validating new customer settings & calculations.
- Orchestrate systems integrations with various partners.
- Provide analysis and support for the QA & Development teams.
- Assist in the development of training and/or technical documentation.
- Act as liaison between the Technology department and other business units.
- Communicate needed changes to Development teams and help improve company products and services.
- Assist in enforcement of project deadlines and schedules.
- Some evening and weekend hours may be required for call support.
- Some travel to dealerships may be required.
- Maintain safety, security, and privacy standards throughout all areas of responsibility.
Knowledge
- Strong knowledge of automotive financing dealer and finance source processes preferred.
- Experience training end-users as well as developing training materials.
- Knowledgeable in technology (specifically software).
- Familiarity with Agile software implementation methodologies a plus.
Skills
- Proficient in Microsoft Office products, including but not limited to: Microsoft Word, PowerPoint, Excel, Outlook, and Visio.
Abilities
- Customer service-oriented with a strong commitment to exceptional client interactions.
- Effective verbal and written communications skills, including presentation skills.
- Ability to communicate technical information in a non-technical manner.
- Must be able to communicate clearly with leadership personnel at both RouteOne Menu and dealerships.
- Problem solver with a strong solution / implementation focus.
- Capable of managing priorities in a fast-moving, team-oriented, and deadline-driven environment.
- Able to self-learn when needed, and to work independently or as a group to solve customer needs.
Other Essential Requirements
- Bachelor's degree from an accredited university is preferred.
- 1-3 years of experience preferred.