Customer Specialist I

Title:Customer SpecialistI

Department:Customer Support

EmploymentType:Full-time

Job Summary:

The CustomerSpecialist I(CS I)is responsible fordelivering exceptional customer support by answering incoming calls,creatingand managing cases in Salesforce, and resolving issues with a focus on first-call resolution. This role requires a proactive, customer-first professional who can effectively support both internal and external clients across multiple channels, ensuring issues are resolved accurately and within service level expectations.

The ideal candidate brings proven customer service experience, strong attention to detail, and a consultative, relationship-focused approach. The CS I must be comfortable multitasking, prioritizing workloads, and providing first-level productexpertiseespecially in cases beyond the scope of entry-level support. This role plays a critical part in shaping a positive customer experience bydemonstratingprofessionalism, transparency, and a commitment to continuous improvement.

Competencies:

• Effective communication and verbal skills

• Flexibility & Adaptability

• Team oriented and the ability to work collaboratively

• Proactive in taking initiative

• Ability to multi-task in a fast paced and dynamic environment

• Executes on the Extreme WOW with every customer interaction

• Highly adaptable to process and system changes

• Knowledge of HTML, CSS, JAVASCRIPT and use of technology

Job Expectations:

• Answer inbound calls from customers while implementing the necessary customer satisfaction skills which include phone etiquette,accountabilityand active listening while meeting specific service level and performance goals.

• Manage incoming support tickets to ensure all customer inquiries are resolvedeffectivelyand efficiently.This includes validating support tickets, providing updates and callbacks withina timelymannerand occasionally triaging tickets that needadditionalsupportfromthe proper department.

• Demonstrate excellent customer service skills with the ability to take ownership,researchingandresolvingcustomer inquiries withanemphasis onfirstcalland one contactresolutions.

• Utilizeaninternal knowledge base system for customer interactions tohelp provide support andensureaccurateresolutions and information.

• Maintain and promote a positive outlook and embrace change.

• Meet and strive to exceed departmental performance goals in relation to quality,productionand schedule adherence.

• Invest in ongoing personal skills development to ensure technicalexpertiseand industry specific skills are constantly expanded and honed.

• Demonstrates theability to deliver exceptional customer service by effectively using available resources and tools to manage and accurately document complex inquiriesand requestsvia email, chat, and phonewithin the Salesforce application.

• An abilityto de-escalate customer concerns, articulate complex information to customers, and providean optimalresolution that embodies a world class customer experience.

• Ensure that daily individual case quotas are met or exceeded, and the customer’s technical issues are resolved in a professional, empathetic, and effective fashion according to team processes.

Required Skills/Experience:

• 2+yearsofcustomer service experiencein acall centerenvironmentor2+ years of technical support delivery experience

• 1+ years of Automotive industry experience

• Strong phone etiquette

• Proficient knowledge of MS Office Suite (Word, Excel, Outlook)and Salesforce Service Cloud.

About DealerOn

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.