Customer Specialist

Job Description:

The Customer Specialist I (CS I) is a mid-level technical support role responsible for providing outstanding technical support to Dealer On customers by resolving customer issues through multiple contact channels accurately and within contracted service levels. This position provides first level product expertise directly to customers experiencing technical issues beyond the scope of entry level support. The CS I demonstrates a relationship-building consultative servicing approach that emphasizes identifying opportunities to 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 position, based out of the Headquarters office (Rockville, MD).

• Be an active member of the support team tasked with ticket creation, root cause identification, issue resolution, 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.
• Demonstrate knowledge and experience in multiple processes, functions, and technologies and 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 optimal resolution that embodies a world-class customer experience.
• Document all customer issues, interactions, and resolutions in the case management system.
• Provide an excellent customer service experience by consistently delivering support using recognized best practices whether the interaction is in person, via phone, or by email.
• Participate in technology update meetings to stay abreast of platform changes and provide insight as to the effects on support delivery.
• Demonstrate a rudimentary understanding of risks associated with managed processes and how to implement known controls that may mitigate risk.
• Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community.
• Provide management with production summaries on a weekly and monthly basis.

• Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification.
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills.
• Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and provide accurate resolutions in a timely manner.
• Ability to think critically and contribute to the ongoing improvement of Dealer On’s products and processes.
• Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner.
• Ability to work effectively as part of a team as well as the determination to take on independent initiatives.
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
• 3+ years of technical support delivery experience.
• 1+ years of Dealer On experience or hands-on experience with Dealer On’s products.
• Familiarity with the daily procedures of a technical contact center.
• Working knowledge of HTML, CSS, and JavaScript.
• Experience with at least one content management system (CMS) such as Word Press, Drupal, Joomla.
• Experience with Google Analytics.
• Working knowledge of Agile methodology and ticket management systems such as JIRA.
• Constantly takes the initiative to solve difficult problems that improve the efficiency and effectiveness…