Dealer Operations Coordinator III (Job 3022351)

ADT; United States; Remote; USD 25.000 - 39.000; Vollzeit

Benefits dieser Stelle

Healthcare benefits

401(k) plan with company match

Short-term and long-term disability

Life insurance

Wellbeing benefits

Paid time off

6 paid holidays

Zusammenfassung

ADT is seeking a Tier 3 Dealer Operations coordinator to be the expert for our dealer network, handling daily operational tasks, phone/email communications, and occasional in-person interactions. You will help with the funding process, address validation, and act as a liaison across ADT departments.

You will manage inquiries about the Authorized Dealer Program, resolve declined contracts, and supervise SLA compliance while maintaining up-to-date knowledge of dealer activities.

Qualifikationen

• Minimum high school diploma or related field.
• Minimum 2 years in a customer service role or general business experience.
• Proficiency with Microsoft Office products (Excel, Word, Outlook).
• Advanced phone skills – communicate effectively on calls and build rapport.
• Advanced knowledge of Microsoft Windows; 35 wpm typing.
• Attention to detail and strong verbal/interpersonal skills.
• Ability to work with minimal supervision and in a team.
• Creative problem-solver with critical thinking to resolve issues.
• Ability to handle multiple tasks.

Aufgaben

• Answer incoming emails/phone calls on all information regarding the Authorized Dealer Program.
• Research and resolutions of all contracts initially declined for purchase.
• Serve as subject matter expert in ADT Authorized Dealer Program policies and procedures.
• Review weekly reports and provide feedback and solutions to dealers.
• Support cross-training with peers for vacation and PTO coverage.
• Assist with special projects as necessary.
• Accountability as primary resource for assigned dealers.
• Maintain up-to-date knowledge of dealer activities and issues.
• Process incoming cleanup, email, mail, faxes, and other documents.
• Research and provide recommendations for resolution of presidential and escalated complaints.
• Monitor activity for fraudulent or deceptive practices; report concerns.
• Pre-audit all bulk and special funding to support acquisitions.
• Adhere to SLAs for responsiveness to internal and external customers.
• Meet quality assurance standards for best-in-class support.
• Capabilities of Tier 1 and Tier 2.
• Additional duties as assigned.

Kenntnisse

Phone skills

Attention to detail

Verbal communication

Interpersonal skills

Creative problem solving

Customer orientation

Teamwork

Ausbildung

High School Diploma

Bachelor's degree

Tools

Microsoft Office

Windows

Jobbeschreibung

Position Summary

A Tier 3 Dealer Operations coordinator serves as the subject matter expert for our dealers in support of daily operational functions. This role is accountable for telephone, email and occasionally in-person transactions between ADT and independent Authorized Dealers. Provide support and help the dealers in the day-to-day functions of the funding process via a telephone call queue and email queue along with outbound contacts. As well as working as a liaison for address validation of potential customers.

Responsibilities

• Answer incoming emails/phone calls on all information regarding the Authorized Dealer Program, to include dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp, and internal departments.
• Accountable for research and resolutions of all contracts that are initially declined for purchase.
• Serve as the subject matter expert in the ADT Authorized Dealer Program policies and procedures.
• Review weekly reports and provide feedback and solutions to the dealers.
• Support and cross-train with peers to provide coverage for vacations and PTO (Paid Time Off).
• Assist with special projects, as necessary.
• Accountability as primary resource for assigned dealers.
• Maintain current and up to date knowledge of dealer activities and issues.
• Process incoming cleanup, email, mail, faxes, and other documents
• Research and provide recommendations for resolution of all presidential and escalated complaints.
• Monitor activity for fraudulent or deceptive practices, reporting concerns to leadership for risk mitigation.
• Pre-audit all bulk and special funding as required to support acquisitions.
• Adhere to SLAs (Service Level Agreement) for responsiveness to internal and external customers.
• Meet quality assurance standards for excellence ensuring best in class support of our dealers.
• Capabilities of Tier 1 and Tier 2.
• Additional duties as assigned.

Minimum High School Diploma/GED or Minimum bachelor’s 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).

Advanced phone skills – ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.

Advanced knowledge of Microsoft Windows, Type 35 wpm

Advanced skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management

Creative problem-solver – Advanced ability to analyze a situation and apply critical thinking to resolve issues.

Advanced skillsets: Customer orientation; Identifying and prioritizing customer needs and recognizing constraints; situational awareness to be alert and make well-informed decisions

Expert in attention to detail and ability to complete tasks while demonstrating thorough concern for all areas involved.

Ability to work with minimal supervision

Ability to function within a team environment.

Demonstrated independent judgment skills.

Ability to handle multiple tasks.

Qualifications

Minimum High School Diploma/GED 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).

Advanced phone skills – ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.

Advanced knowledge of Microsoft Windows, Type 35 wpm

Advanced skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management

Creative problem-solver – Advanced ability to analyze a situation and apply critical thinking to resolve issues.

Advanced skillsets: Customer orientation; Identifying and prioritizing customer needs and recognizing constraints; situational awareness to be alert and make well-informed decisions

Expert in attention to detail and ability to complete tasks while demonstrating thorough concern for all areas involved.

Ability to work with minimal supervision

Ability to function within a team environment.

Demonstrated independent judgment skills.

Ability to handle multiple tasks.

Pay and Benefits Disclosure

The pay range for this role is $18.26-$28.14 hour and is based on experience and qualifications.

• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
• Employees accrue up to 120 hours in their first year.
• Your accrual rate increases after your first year.
• We also offer 6 paid holidays.