Customer Specialist I

DealerOn

18h•$43,888 - $51,900•Remote

About The Position

The Customer Specialist I (CS I) delivers customer support by answering incoming calls, creating and managing cases in Salesforce, and resolving issues with a focus on first-call resolution. The role supports internal and external clients across multiple channels and works to resolve issues accurately within service level expectations. The ideal candidate is proactive, customer-focused, detail-oriented, and consultative, with the ability to multitask, prioritize work, and provide first-level product expertise, including for cases beyond the scope of entry-level support. The role contributes to a positive customer experience through professionalism, transparency, and continuous improvement. The position requires availability to work evenings and weekends. It is open to US residents only. The targeted salary range is $43,888–$51,900; the posted range may be adjusted based on job-related factors permitted by law. A successful candidate must pass a background check as a condition of joining DealerOn.

Requirements

At least 2 years of customer service experience in a call center environment or at least 2 years of technical support delivery experience.
At least 1 year of automotive industry experience.
Strong phone etiquette.
Proficient knowledge of MS Office Suite, including Word, Excel, and Outlook, and Salesforce Service Cloud.
Effective communication and verbal skills.
Flexibility and adaptability; ability to adjust to process and system changes.
Team-oriented approach and ability to collaborate.
Proactive approach to taking initiative.
Ability to multitask in a fast-paced, dynamic environment.
Ability to deliver exceptional customer interactions and customer service.
Knowledge of HTML, CSS, and JavaScript, and use of technology.
Availability to work evenings and weekends.
Must be a US resident.
Must pass a background check as a condition of joining the team.

Responsibilities

Answer inbound customer calls using strong phone etiquette, accountability, and active listening while meeting service-level and performance goals.
Manage incoming support tickets, validate them, provide timely updates and callbacks, and triage tickets requiring assistance from another department.
Take ownership of customer inquiries by researching and resolving them, emphasizing first-call and one-contact resolutions.
Use the internal knowledge base to support customer interactions and provide accurate information and resolutions.
Maintain a positive outlook and embrace change.
Meet and strive to exceed departmental goals for quality, production, and schedule adherence.
Pursue ongoing personal skills development to expand technical expertise and industry-specific skills.
Use available resources and tools to manage and accurately document complex inquiries and requests through email, chat, and phone in Salesforce.
De-escalate customer concerns, explain complex information, and provide resolutions that support a high-quality customer experience.
Meet or exceed daily individual case quotas and resolve customers’ technical issues professionally, empathetically, and in accordance with team processes.