Customer Service - Product Support Specialist

Colonial Group; Buffalo (NY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Colonial Group is seeking a driven professional to manage and launch new features for our dealer network. You will demo products, onboard dealers, and provide ongoing support and training to ensure satisfaction.

Ideal candidates have experience solving ambiguous problems and translating solutions into action with strong communication and collaboration skills.

Qualifications

• 4 Year / Bachelors Degree - required.
• 3 years in Sales, account management, product management, product operations, or customer support.

Responsibilities

• Demonstrate products to dealer partners and articulate benefits.
• Onboard dealers with system setup, training, and inspections.
• Lead deployment and ongoing dealer support.
• Manage relationships with internal and external stakeholders.
• Educate stakeholders on best product applications.
• Address product challenges and escalate when needed.
• Identify opportunities to optimize programs and processes.

Skills

Communication

Sales experience

Product management

Customer focus

Attention to detail

Excel

Salesforce CRM

Education

Bachelor's degree

Tools

Salesforce

Excel

Job description

Who we are looking for:

You will be responsible for managing and facilitating the launch of new features and products to grow our dealer business. Specifically, you will be an integral part of a team that owns emerging product(s), including product demonstrations, product implementation, support, and training of our dealer partners, and providing ongoing support and troubleshooting assistance. You will serve as a customer advocate using your strong communication abilities, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate will have experience grappling with ambiguous operational problems, framing up strategic solutions, and translating solutions into action.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Conduct product demonstrations for vetted dealer partners, selling the benefits of ACV enhanced technology.
• Complete dealer product technology onboarding including system setup, training, and coordination of first inspection with Vehicle Condition Inspectors.
• Lead deployment and integration with dealer partners including regular ongoing support, while providing best in class service.
• Monitor, manage and build ongoing relationships with multiple internal and external stakeholders.
• Educate internal and external stakeholders on highest and best applications of the product.
• Confidently address product challenges with dealer partners, escalating to appropriate parties when required.
• Provide recommendations and/or solutions on how to mitigate future risks and issues.
• Proactively uncover program and process optimization opportunities and take cross-functional action to ensure optimizations are implemented.
• Perform other duties as assigned

What you will need:

• 4 Year / Bachelors Degree - required

• 3 year(s) Sales, account management, product management, product operations, or customer support
• Ability to read, write, speak and understand English.
• Be flexible and willing to adjust to multiple demands, ambiguity, and rapid change.
• Keen attention-to-detail and the ability to manage competing priorities simultaneously.
• Excellent interpersonal skills, able to communicate effectively and collaborate in a team environment.
• Strong communication skills geared towards understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome.
• Proficient with Microsoft Excel, comfortable working with spreadsheets and formulas. Hands-on experience working in Salesforce CRM.

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