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Job Details

Customer Support Specialist

Location
Rockville, MD, United States

Posted on
Apr 02, 2021

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Customer Support Specialist
Customer Support - Rockville, MD - Full Time
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 4,000 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.
Job Description
The Customer Support Specialist (CSS) is responsible for answering customer incoming calls, creating ticket cases using Salesforce while documenting, performing and solving customer requests with a first call resolution goal. This individual will be a successful point of contact with proven customer service experience in a dynamic, customer focused and people first organization. We are seeking a proactive professional who will help shape and enhance our client support and customer experience for both internal and external customers. This is an entry level position reporting to the Headquarters office in Rockville, MD.
Essential Functions
Manage incoming support tickets which could include validating support tickets, providing updates and callbacks within a timely manner and occasionally triaging tickets that need additional support to the proper department
Demonstrate excellent customer service skills with the ability to take ownership, researching and resolving customer inquiries
Document detailed and accurate information within our Salesforce application during customer interactions
Utilize an internal knowledge base system for customer interactions to help provide support and ensure accurate resolutions and information
Maintain and promote a positive outlook and embrace change
Meet and strive to exceed departmental performance goals in relation to quality, production and schedule adherence
Answer inbound calls from customers while implementing the necessary customer satisfaction skills which include phone etiquette, accountability and active listening while meeting specific service level and performance goals
Perform other tasks as directed by the Customer Support Supervisor and/or Customer Support Manager
Required Skills
Bachelor’s Degree or equivalent experience
2 years of customer service experience
Strong phone etiquette
Ability to multi-task in a fast paced and dynamic environment
Highly adaptable to process and system changes
Proactive teammate
Proficient knowledge of MS Office Suite (Word, Excel, Outlook)
Preferred Skills
1 or more years’ experience in a call center environment
3 years of DealerOn experience
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
State of the art technology
Company-paid Basic Life Insurance
Voluntary Supplemental Life Insurance
Voluntary Long-term/Short-term disability insurance
Paid National Holidays
Optional Healthcare/Dependent Care FSA Account
DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation
and Right to Work

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