The Co-op Service Specialist is the primary customer point-of-contact for Sales and Dealer customers’ Co-op related issues. The Co-op Service Specialist provides end to end support including answering inbound calls, emails and returning voice message, performing Co-op data entry, product troubleshooting, service issue resolution, and account information maintenance while educating our Dealer customers and salespeople about the Autotrader Co-op products, processes, and systems. Key responsibilities:
Customer Support:Provide troubleshooting and problem resolution for customers including billing inquires, Co-op reporting issues, banner display (graphic) issues, and Autotrader products and features.Identify root causes through probing questions and expert knowledge of Autotrader organization, products/packages, process, and technology.Enter and maintain all Co-op customer information including changes and updates to customer accounts.Function as a subject matter expert and provide knowledge sharing to Sales and Dealers about products, processes, and technology. Serve as a resource for training and new product testing. Provide Simply Outrageous Service to all customer inquiries by owning the issue/question until resolution and following through with the customer.Interact directly with Dealers and Sales to confirm Co-op reporting is working properly.Interact directly with Co-op Brand Specialist to ensure proactive and reactive Co-op reporting needs are delivered in a timely manner.Interact directly with Co-op Specialist; help to grow Co-op programs.
Order Fulfillment (Post Delivery):Review and interpret Co-op contract information that drives Co-op reporting. Work directly with internal and external customers to ensure all information is accurate.Enter Co-op reporting information into the system with accuracy and proficiency.Monitor Co-op reporting to ensure accurate reporting.Maintain expert level of product and package knowledge.
Queue Management:Prioritize and manage multiple work items and ensure timely follow-through and completion in accordance with business rules.Identify work that is out of scope and appropriately redirect tasks or escalations to designated department or individual.
Co-op Reporting:Complete and upload monthly Dealer Co-op reporting process in BPM.Conduct monthly QA process to ensure Co-op Reporting Accuracy.Distribute monthly Co-op reporting for dealers on the managed program.Provide monthly credits/adjustments for GM Turnkey dealers.Stay current with OEM Co-op Reporting guidelines.Manually create PDF documents that are missing from Co-op Reporting.Work with the Digital Media Design group on graphic issues.Work with Dealers and Sales on rejected Co-op Claims.
- Contribute to the development of processes and procedures to continue to improve operational efficiency within the group.
Required:High School diploma or GED.3 years customer service and/or call center work experience.Ability to work flexible shift between 8:00am-6:00pm, holidays, weekends and overtime as needed.Previous experience working effectively in a fast-paced environment with a high volume of change.Proficiency in Microsoft Office and Outlook.Demonstrated attention to detail and accuracy.Confirmed ability to work in a team-based environment as well as independently with initiative.Illustrated time management, multi-tasking, decision making, and analytical skills.Proven ability to identify and solve problems and follow-up until issues are resolved.Demonstrated professionalism in presentation, demeanor, and communication.Must be self-driven and possess the ability to manage multiple projects.
Preferred:Bi-lingual with fluent ability to write and speak Spanish is a plus.Previous experience supporting Autotrader Dealers is a plus.Automotive experience or experience in Co-op advertising is a plus.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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