Customer Support Specialist

DealerBuilt; Texas; Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health coverage

401(k) plan

Unlimited PTO

Remote flexibility

EAP

Job summary

DealerBuilt is seeking a Customer Support Specialist to join our team and deliver exceptional service across multiple channels. You will address inquiries, troubleshoot issues, and guide customers through solutions to ensure a positive product experience.

We value strong communication, empathy, and thorough documentation. This role offers remote flexibility and opportunities for growth within our diverse SaaS product suite for auto dealers.

Qualifications

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong training and presentation skills.

Responsibilities

• Serve as the first point of contact for customers via phone or email.
• Build strong relationships with customers with empathy and patience.
• Respond to inquiries and concerns promptly across channels.
• Perform remote troubleshooting and diagnostic questioning.
• Escalate issues to higher support tiers as needed.
• Document tickets in real time with detailed notes.
• Support training and education for features and updates.
• Participate in on-call rotation every 6-8 weeks.

Skills

Verbal communication

Written communication

Customer service

Organization

Problem solving

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Job Details: Job Location: Remote Office - Remote, TX 77043, Position Type: Full Time, Job Category: Customer Service, At DealerBuilt, we empower people to achieve their unique ambitions. DealerBuilt is a portfolio of automotive dealership SaaS brands including Lightyear, Oplogic, iService, and Vistadash. Our portfolio includes Enterprise Retail Cloud DMS, Document Management, CRM, Desking, F&I Menus, Equity, Telephony, Fraud Protection, Service Lane Tools, and Marketing Analytics. We pride ourselves on the fact that our cutting-edge SaaS solutions are built by dealers for dealers. Our solutions are used in some of the largest volume stores and groups in the nation. We understand that every dealership is unique, and that's why our platform is tailored to adapt to those specific needs and ambitions regardless of the dealership size. Our cutting-edge technology is designed to elevate the dealership experience, offering unparalleled flexibility, efficiency, and control in managing operations. Join us and Make Way For YOUR WAY!

WHY WE'RE LOOKING:

We are seeking a Customer Support Specialist to join our dynamic team, providing exceptional support and assistance to our valued customers. This individual will focus on addressing customer inquiries, resolving issues, and ensuring a positive customer experience throughout their journey with our products or services.

WHAT YOU'LL DO:

• Serve as the first point of contact for customers seeking assistance over the phone or email in area of expertise
• Build strong and positive relationships with customers, demonstrating empathy and patience in all interactions
• Respond to customer inquiries and concerns promptly and professionally via various communication channels
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Troubleshoot to identify and resolve problems in a timely manner
• Walk the customer through the problem-solving process
• Real time documentation to keep detailed notes on tickets
• Follow-up and update customer status and information
• Work to diagnose and resolve basic technical issues
• Escalate issues to the next Tier of support with next level of difficulty
• Proactively gather customer feedback to understand pain points and areas for improvement, advocating for customer needs within the organization
• Assist in and plan training, development and education for features and updates
• Assist in providing data to internal teams by correct usage of support team desking tool
• Participate in on-call rotation every 6-8 weeks
• Other duties as assigned

WHAT WE'RE LOOKING FOR:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong training and presentation skills.
• Proficient with Microsoft Office Suite or related software.
• IT knowledge
• Bachelor's degree preferred
• At least three years of related experience required, with prior management experience highly preferred.

WHAT'S IN IT FOR YOU:

• Competitive Compensation: Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization.
• Comprehensive Health Coverage: Access to top-tier medical, dental, and vision insurance ensuring you and your loved ones are well taken care of.
• Financial Wellness: Benefit from a Health Savings Account (HSA) and Flexible Spending Accounts (FSA/DCFSA) to empower your financial planning and health-related expenses.
• Peace of Mind with Insurance Plans: Our commitment to your security includes Accident, Hospital, and Cancer Supplemental Insurance, as well as Disability Insurance, ensuring you have the support you need during challenging times.
• Life and AD&D Insurance: Protect your loved ones with our comprehensive life and accidental death & dismemberment insurance coverage.
• 401(k): Secure your financial future with our 401(k)-plan featuring no wait time and a company match.
• Employee Assistance Program (EAP): Your mental and emotional well-being is paramount. Access confidential counseling, support, and resources through our EAP.
• Work/Life Balance: We believe in working hard for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Enjoy Unlimited Paid Time Off along with remote flexibility.
• Employee Referral Program: Our Referral Program incentivizes you to bring talented individuals into our growing organization.

DealerBuilt is an Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.