Customer Specialist I (1pm - 10pm EST) - United States - Remote

Job Description: 

The Customer Specialist I (CS I) is a mid-level technical support role responsible for providing outstanding technical support to DealerOn customers by resolving customer issues through multiple contact channels accurately and within contracted service levels. This position will also provide first level product expertise directly to customers who are experiencing technical issues that are beyond the scope of the entry level support team. In addition, the CS I is responsible for enhancing the customer experience by demonstrating a relationship building consultative servicing approach that emphasizes identifying opportunities that make every customer interaction successful. The CS I 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 mid-level level position, based out of the Headquarters office (Rockville, MD).

Essential Functions: 

• Be an active member of the support team that is tasked aiding in ticket creation, root cause identification, issue resolution, notification of incident reports and demonstrating service delivery best practices with an emphasis on first call resolution.

• Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed.

• 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.
• Demonstrated knowledge and experience in multiple processes, functions, and technologies as well as the ability to navigate across the organization to find solutions.
• Ability to consistently utilize available resources and tools to handle complex email, web and telephone inquiries and requests.
• Ability to de-escalate customer concerns, articulate complex information to customers, and provide an …