Customer Relations Specialist

Protective•Strongsville, OH

8d•$23 - $24•Hybrid

About The Position

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. The Customer Relations Specialist (Client Relations Specialist) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire organizational staff to ensure the success of Portfolio’s clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles. This position offers a hybrid work opportunity at Protective's Strongsville, OH office Candidates with the ideal transferrable skills as listed below will be considered for interview: Proven experience within high-touch communication work environments Demonstrated leadership abilities within environments that have consistent and competing deadlines Strong track-record of resolving client/customer issues Ability to enhance customer satisfaction High level of empathy and emotional intelligence Proactive and solution oriented Strong organizational and time management skills Exceptional verbal and written interpersonal communication skills Schedule: Monday- Friday, 9:00am- 6:00pm EST Hybrid Work Environment: Tuesday and Wednesday onsite at the Strongsville, OH office location Monday, Thursday, Friday can be worked from home

Requirements

High School diploma or equivalent
2+ years’ experience in an automotive sales or administration related environment
Preferred experience with a CRM Tool or Sales Force
Experience in call center environment utilizing a phone system
Preferred experiencing working with licensing requirements
Ability to review and verify binding agreements for accuracy
Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
Ability to learn and utilize proprietary software and navigate databases
Willingness to work beyond normal scheduled hours, as necessary
Excellent customer service skills
A strong sense of urgency and a desire to succeed
Strong analytical and problem-solving skills
Well-developed organizational skills and the ability to successfully manage multiple issues and demands
Extreme attention to detail and quality of service to the clients
Ability to keep up with high demands with a positive attitude.
Ability to think independently and provide useful and constructive feedback

Nice To Haves

Self-motivator – Initiative-taker
Solution minded
Excellent communication skills, both verbal and written
Driven by integrity
Willingness to embrace change

Responsibilities

To be the product knowledge expert in ALL environments that pertain to the role and responsibilities
Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client
Pre-fill all organizational and Vendor agreements
Place launch and regular supply orders in a timely manner
Responsible for inputting agreements in DocuSign and ensuring they are executed
Create and complete dealer checklists for new setups and changes
Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server
Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments
Work with agents and providers on retrieval and submission of required licensing paperwork
Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place
Work as a back-up to dispatch team
Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments
Take initiative to formally document relevant processes and updates on a regular basis
Responding in accordance with Key Performance Indicators (KPIs)
Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items
Provide assistance to all team members when needed
Assist in the response to incoming calls from agencies, providing problem resolution
Take ownership of changes and is personally responsible for managing change in an upbeat positive manner
Other Job Duties as assigned

Benefits

We aim to protect the wellbeing of our employees and their families with a broad benefits offering.
In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.
Work/life balance is important and Protective offers a variety of paid time away benefits ( e.g. , paid time off, paid parental leave, short-term disability, and a cultural observance day).
The financial health of our employees is just as important as physical and emotional health.
Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

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