External Title: Customer Success Specialist
Location: Remote
Reports to Title: Director, Customer Success
What You’ll Be Doing in This Role:
The Customer Success Specialist will work with a small team to research dealer websites, troubleshoot issues related to website performance, escalate issues to the correct team for resolution, and provide reporting to clients and internal teams. You will be communicating with multiple dealers every day, promoting and showing value in the product, and ensuring dealer satisfaction. You will be the bridge between the dealer account and technical support. Strong customer service skills are imperative, as well as a keen attention to details.
The Impact You Will Have in This Role:
In this role, you will follow-up and maintain current dealer accounts, making sure that the products and services that the dealer is utilizing are benefiting them, and providing assistance when an issue is discovered. You will facilitate solutions, often coordinating with other departments, to quickly resolve problems and improve retention of accounts. You will also focus on program growth, increasing enrollments and dealer participation. Responsibilities include organizing, tracking, and managing accounts, products, and issues using Excel and Salesforce CRM.
Qualifications of this Role:
- Demonstratable experience in Customer Service, Quality Control/Audits
- Experience in the digital sphere of Automotive
- A “good eye” for visual marketing/advertising
- Strong speaking and writing skills
- Sales Force experience is required
- Proficient in Excel and basic Microsoft office programs
- We provide a full-time, flexible schedule, remote work-from-home role
The Team / The Business:
Smaller group (2-3 people) within a larger Customer Success Team. (~15 people)
The Hiring Manager says:
The ideal candidate for this position should be a quick learner, team player, and good communicator. Although this is a remote role, it’s expected that you show up ready to work, and remain responsive throughout your workday. Must be comfortable speaking and communicating via email with Dealers, friendly, and able to navigate and diffuse complicated situations.
The Way We Work:
- Leader Led
- Remote First
- Foster Flexibility
- Reward Performance
- Time Off Matter
Company Mission
J.D. Power is clear 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.
We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.
J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation. If you require accommodations during the recruitment and selection process, please specify.
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.
