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Title: OEM Digital Dealer Customer Support Specialist - P2
Location:
Westlake Village, CA
Description:
Title: OEM Digital Dealer Customer Support Specialist - P2Location: Remote, Detroit, Michigan AreaReports To: Sr. Manager Customer Support J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies. The Role: This position is responsible for supporting the digital execution (process, tools and strategies) between an OEM and its Dealers. They act as an inbound Dealer support contact for Dealers and work collaboratively with them to develop and implement various programs. This position is the Dealers first line of defense with digital education and questions. They are a point of contact for the Dealer across digital initiatives and facilitate the integration of go to market strategy within each of these programs monthly. This fast-paced role requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails to support Dealers digital inquiries.The Impact You Will Have in This Role: The Customer Support Specialist will play an important role within J.D. Power to support an OEM client throughout multiple functions. The support specialist will work directly with the OEM client and dealer network to help troubleshoot concerns and build rapport on the front lines. This team member will help support client initiatives and ensure that the J.D. Power brand is upheld throughout their day-to-day activities.What You'll Be Doing in This Role: Act as an inbound point of contact for all dealers across digital initiatives for sales and serviceAbility to handle a regular flow of incoming calls and emailsBuild relationships with dealers remotely via phoneExecute phone and email communications to DealersSupport Dealers with issues and resolve vendor and billing, questionsSupport Dealers with enrollment in program solutionsWork with vendor partners to close outstanding casesAssist in any additional ad hoc projectsWork with dealer to implement and optimize each dealer's digital marketing strategy and plans: Quarterback ongoing technical support requestsCoordinate dealer website customizationsEscalate key vendor issues for the dealer As requested, work with Brand/Aftersales Teams to drive execution of divisional/ go-to-market strategies across key digital focus areas on a high-level basis Website and digital advertisingConsumer marketingLeadsServiceDigital signageSocial/reputation managementOther key digital servicesExpand dealer adoption and utilization of brand/aftersales digital programsAccountability for key participation and performance KPIsIncrease dealer satisfaction with brand/aftersales digital initiatives & service providersFacilitate, coach and consult as requested with dealers to ensure monthly/yearly digital sales and service objectives are met as well as well as accomplishing other dealership goalsCoach dealers as requested on customer acquisition, retention, satisfaction and dealershipAbility to participate in flexible work coverage hours as needed Qualifications of this Role: Demonstrable experience in customer service and communication skills.Has worked in the automotive industry, to include OEM and/or automotive dealerships. Digital Retailing experience is a plus.Education: Bachelor's Degree is preferred.The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environmentExcellent oral and written communication skills that involves understanding the audience; getting the message across; presenting information effectively; and communicating openlySelf-motivated and able to thrive and multi-task in a fast-paced sales focused environmentExcellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal Ability to build relationships, become a trusted advisor, and interact with all levels of dealership personnelAbility to influence business partnersAbility to manage cross-functional groupsAbility to adapt to various levels of dealership digital expertise Computer skills to develop, maintain, and analyze dataCustomer experience skills, ability to engage, respond and excel in providing excellent service to Dealers Working knowledge of digital advertising & marketing (Websites, SEO, SEM, Social, Lead Management/CRM, consumer marketing, etc)Knowledge of automotive digital vendor ecosystem The Hiring Manager says: "I'm looking for the kind of person who is determined, a self-starter, and motivated to help the team accomplish our goals. The successful candidate needs to be detailed oriented and have a 'think customer first' mindset."The Way We Work: Leader LedRemote FirstFoster FlexibilityReward PerformanceTime Off Matters Company Mission J.D. Power isclear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges. Our Values At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture. Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,each and everymember of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards - the only 'favorite' we have is the truth. Change Makers - At J.D. Power, we never stand still. We constantly seek better ways - innovating and evolving in everything we do to support our colleagues and our clients alike - and all in service of delivering data and insights that drive meaningful business impact. Team Driven -At J.D. Power, we are oneteamand we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our J.D. Power, these values are more than words. J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. Should you require accommodations during the recruitment and selection process, please reach out to . To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. #remote#namer
Company:
J.D. Power
Posted:
January 2 on WhatJobs
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More About this Listing: Title: OEM Digital Dealer Customer Support Specialist - P2
Title: OEM Digital Dealer Customer Support Specialist - P2 is a Customer Service Customer Support Specialist, Support Worker Job at J.D. Power located in Westlake Village CA. Find other listings like Title: OEM Digital Dealer Customer Support Specialist - P2 by searching Oodle for Customer Service Customer Support Specialist, Support Worker Jobs.
Title: OEM Digital Dealer Customer Support Specialist - P2 is a Customer Service Customer Support Specialist, Support Worker Job at J.D. Power located in Westlake Village CA. Find other listings like Title: OEM Digital Dealer Customer Support Specialist - P2 by searching Oodle for Customer Service Customer Support Specialist, Support Worker Jobs.