Customer Service - Product Support Specialist
About The Position
The Customer Service - Product Support Specialist manages and facilitates launches of new features and products to grow the dealer business. As part of a team responsible for emerging products, the specialist conducts product demonstrations, implements products, provides support and training to dealer partners, and assists with ongoing troubleshooting. The role advocates for customers through clear communication, creative thinking, and problem-solving, and applies strategic solutions to ambiguous operational challenges. The specialist supports dealer onboarding and product deployments, builds relationships with internal and external stakeholders, and identifies opportunities to improve programs and processes. The position also includes additional duties as assigned.
Requirements
- Bachelor's degree or four-year degree.
- Three years of experience in sales, account management, product management, product operations, or customer support.
- Ability to read, write, speak, and understand English.
- Flexibility to adjust to multiple demands, ambiguity, and rapid change.
- Keen attention to detail and ability to manage competing priorities simultaneously.
- Excellent interpersonal skills and ability to communicate effectively and collaborate in a team environment.
- Strong communication skills for understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome.
- Proficiency with Microsoft Excel, including comfort working with spreadsheets and formulas.
- Hands-on experience working with Salesforce CRM.
Responsibilities
- Support efforts to simplify and enhance the customer experience.
- Conduct product demonstrations for vetted dealer partners and explain the benefits of ACV enhanced technology.
- Complete dealer product technology onboarding, including system setup, training, and coordination of the first inspection with Vehicle Condition Inspectors.
- Lead deployment and integration with dealer partners and provide regular ongoing support.
- Manage and build ongoing relationships with internal and external stakeholders.
- Educate internal and external stakeholders on the highest and best applications of the product.
- Address product challenges with dealer partners and escalate them to appropriate parties when required.
- Recommend solutions to mitigate future risks and issues.
- Identify program and process optimization opportunities and take cross-functional action to implement improvements.
- Perform other duties as assigned.
