Dealer Support Representative

SGS Consulting; Iowa City (IA); On-site; USD 42,000 - 55,000; Full time

Job summary

SGS Consulting seeks a customer-focused support specialist to serve as the first contact for dealers and colleagues, providing Tier 1 assistance through the Expert Connect system. You will document interactions, escalate complex issues, and collaborate with product teams to drive adoption and satisfaction.

A growth mindset and eagerness to learn are essential. Ideal candidates have at least 1 year in customer support, strong communication, and comfort with digital tools.

Qualifications

• 1+ year in customer support or related field.
• Clear and empathetic communication.
• Comfort with digital tools and product ecosystem.
• Prioritize tasks in a team setting.
• Willingness to learn and improve.

Responsibilities

• Frontline Support & Troubleshooting: serve as the first point of contact for dealers and colleagues, providing Tier 1 support through Expert Connect ticketing system.
• Documentation & Escalation: accurately document dealer interactions and elevate complex issues to Tier 2 or product teams.
• Cross-Functional Collaboration: work with dealer success, product managers, and internal stakeholders to boost dealer satisfaction and platform adoption.
• Feedback Relay: capture dealer feedback and feature requests and relay to product teams for future improvements.

Skills

Customer Service Experience

Strong Communication

Technical Aptitude

Time Management

Growth Mindset

Education

Bachelor’s degree in Business/Communications

Job description

Job Responsibilities:

• Frontline Support & Troubleshooting:Serve as the first point of contact for dealers and colleagues, providing Tier 1 support and troubleshooting through the Expert Connect ticketing system.
• Documentation & Escalation:Accurately document dealer interactions and elevate complex issues to Tier 2 support or product teams as needed.
• Cross-Functional Collaboration:Work closely with dealer success associates, product managers, and other internal stakeholders to enhance dealer satisfaction and drive platform adoption.
• Feedback Relay:Capture dealer feedback and feature requests and relay them to product teams to inform future improvements.

Skills:

• Customer Service Experience:Minimum of 1 year in customer support, technical assistance, or a related field.
• Strong Communication:Ability to communicate clearly and empathetically, especially with frustrated users.
• Technical Aptitude:Comfort with digital tools and eagerness to learn the product ecosystem.
• Time Management:Skilled at prioritizing tasks in a dynamic, team-oriented setting.
• Growth Mindset:Proactive approach to learning and continuous improvement.

Education/Experience:

Preferred:Bachelor’s degree in Business, Communications, or a related field (or an equivalent combination of education and experience)