Dealer Operations

Title: Dealer Operations Coordinator

Qualifications:

• Remote position.

Temporary position from 6-9 months.

MINIMUM QUALIFICATIONS:
Specify the minimum required educational background, necessary years of experience, or relevant industry experience.
Minimum High School Diploma/GED or Minimum bachelors degree in X or related field.
Minimum of 2 years in a customer service role, or general business experience
Proficiency with Microsoft Office products (e.g., Excel, Word, Outlook).

A Tier 2 Dealer Operations Coordinator serves as the primary contact for dealers in support of daily operational functions. This role is responsible for telephone, email, and occasionally in-person transactions between and independent Authorized Dealers. The role also involves interactions with customers related to Quality Assurance surveys.

The coordinator provides support and assists dealers with the day-to-day functions of the funding process through telephone call queues, email queues, and outbound contacts. This position also works as a liaison for address validation of potential customers.

Responsibilities

• Answer incoming emails and phone calls regarding all information related to the Authorized Dealer Program, including dealers, SSO (Sales & Service Office/Branch), Regional Directors, Corp, and internal departments related to address validation.

• Research and resolve contracts that are initially declined for purchase.

• Assist with special projects as needed.

• Maintain current and up-to-date knowledge of dealer activities and issues.

• Monitor activity for fraudulent or deceptive practices and report concerns to leadership for risk mitigation.

• Adhere to SLAs (Service Level Agreements) for responsiveness to internal and external customers.

• Meet quality assurance standards to ensure best-in-class support for dealers.

• Audit customer accounts to review and update information for new and existing customers.

• Review customer accounts to resolve outstanding funding blockers that may prevent an Authorized Dealer account from funding.

• Add, update, or reset users in the Equifax system for new and existing dealers to allow them to run customer credit checks or review customer information. This also includes adding users within the Dealer Operations team.

• Review documentation received from Authorized Dealers to resolve funding blockers, update customer information, and update address exceptions if documentation is acceptable. Provide feedback on whether the dealer can proceed with installation for a customer account.

• Manually dial new customers to complete a welcome survey.

• Receive inbound calls from customers and dealers to review and update information on new customer accounts.

• Manually dial new customers to review and update their original responses.

• Demonstrate Dealer Operations Tier 1 capability.

• Maintain readiness for Dealer Operations Tier 3 responsibilities.

• Perform additional duties as assigned.

Qualifications

Minimum Qualifications

• Minimum High School Diploma/GED or Bachelors degree in a related field.

• Minimum of 2 years of experience in a customer service role or general business experience.

• Proficiency with Microsoft Excel, Microsoft Word, and Microsoft Outlook.

Preferred Qualifications

• Strong phone communication skills with the ability to effectively communicate with customers and users. This includes conveying relevant information clearly, building rapport, delivering excellent customer service, and adapting tone and conversational style appropriately.

• Proficient knowledge of Microsoft Windows and typing speed of 35 WPM.

• Strong attention to detail and excellent verbal and interpersonal communication skills with the ability to interact effectively with internal and external customers, peers, and management.

• Creative problem-solving skills with the ability to analyze situations and apply critical thinking to resolve issues.

• Strong customer orientation with the ability to identify and prioritize customer needs while recognizing constraints.

• Ability to work with minimal supervision.

• Ability to function effectively in a team environment.

• Demonstrated independent judgment skills.

• Ability to manage multiple tasks simultaneously.