Job Description

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The Customer Specialist II (CS II) is a senior technical support role responsible for owning complex and critical escalated technical customer issues as well as escalated customer projects that originate from various technical teams. This position will also provide level II support directly to customers who are experiencing technical issues that are beyond the scope of the first level customer support. The CS II will partner with the other internal teams and act as a subject matter expert to ensure the supportability of DealerOn\xe2\x80\x99s service delivery. The CS II should be well organized with the ability to work independently in a dynamic, fast-paced environment, able to multi-task and prioritize workload and consistently display solid decision-making skills. This is a remote senior level position, based out of the Headquarters office (Rockville, MD).

Essential Functions:

• Act as a technical leader for the entire support team that is tasked aiding in ticket creation, root cause identification, issue resolution, notification of incident reports and demonstrating service delivery best practices.
• Be responsible for alerting and advising management of systemic knowledge gaps and recommending an appropriate course of action for remediation.
• Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed.
• Ensure that customer issue escalations are resolved in a professional, empathetic, and effective fashion according to team processes.
• Serve as a liaison between the customer and other internal teams to ensure that active and pending projects and issues are moving efficiently toward completion or resolution.
• Demonstrate extensive knowledge and expertise in multiple processes, functions, and technologies as well as the ability to navigate across the organization to find solutions.
• Proactively identify and address potential customer interaction issues (e.g., call drivers that impact customer sites) that impact a world class customer experience.
• Document all customer issues, interactions, and resolutions in the case management systems.
• Provide an excellent customer service experience to both internal and external customers whether the interaction is in person, via phone or by email.
• Translate customer objectives and issues into detailed actionable requests that internal teams can easily understand and internalize.
• Ensure that all customer configurations consistently align with recommended best practices.
• Collaborate with creative teams to identify scope changes, possible roadblocks, and potential improvements to the product implementation process.
• Participate in technology update meetings to stay abreast of platform changes and provide insight as to the effects on support delivery.
• Provide the training team with relevant content as necessary to ensure the support team remains knowledgeable and successful through effective training and ongoing communication.
• Demonstrate an in depth understanding all risks associated with managed processes and how to implement controls that mitigate risks where none currently exist.
• Identify general knowledge and process gaps and bring awareness to management so they can facilitate relevant remedies.
• Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community.
• Assist Management with the implementation of various tasks that improve the support organization and quality of support provided to customers.

Required Skills/Experience:

• Bachelor\xe2\x80\x99s Degree in computer science, web design, technical project management, or equivalent program and certification.
• 4+ years of technical support delivery experience.
• 3+ years of DealerOn experience.
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate in depth technical knowledge, professionalism, empathy, and communication skills.
• Significant experience in a technical contact center environment that includes the ability to expertly troubleshoot issues to their root cause and providing accurate resolutions in a timely manner.
• Ability to think critically and contribute to the ongoing improvement of DealerOn\xe2\x80\x99s products and processes.
• Ability to quickly respond to changing department priorities with demonstrated leadership within the team.
• Ability to work effectively as part of a team as well as the determination to take on independent initiatives.
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
• Familiarity with the daily procedures of a technical contact center.
• Strong understanding of HTML, CSS, JAVA SCRIPT, jQuery and Bootstrap framework.
• Proficient with at least one content management system (CMS) such as WordPress, Drupal, Joomla.
• Google Analytics Certified
• Working knowledge with the Agile methodology and ticket management systems such as JIRA.
• Constantly takes the initiative to solve difficult problems that improve the efficiency and effectiveness of the contact center.

Preferred Skills/Experience:

• Ability to consistently demonstrate the organization\xe2\x80\x99s core values and elevate the team spirit of their teammates
• Demonstrated ability to consistently compartmentalize their daily activities and provide exceptional results.

#LI-Remote

The salary range for this position is $41,200 - $74,700.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. The maximum range shown represents your earning potential with DealerOn for the life time of the role. Our Talent Acquisition Team will be happy to answer any questions.

While this is a remote position, you must live in one of the following states to be considered for this position:

Arizona (AZ), D.C., Florida (FL), Georgia (GA), Illinois (IL), Maryland (MD), Michigan (MI), Minnesota (MN), Nevada (NV), North Carolina (NC), Ohio (OH), Oregon (OR), Pennsylvania (PA), South Carolina (SC), Tennessee (TN), Texas (TX), Utah (UT), Virginia (VA), West Virginia (WV).

About Us:

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\xe2\x80\x99s all due to the talented and diverse team we\xe2\x80\x99ve been lucky enough to assemble.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 4 weeks paid Parental Leave
• 8 Paid National Holidays
• State of the art technology
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: and ).

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DealerOn, Inc.