Dealer Operations Analyst

Entrega • Troy, MI

1d

About The Position

The Dealer Operations Analyst is expected to provide exceptional support for Dealers. They address all Dealer technical and or program questions, issues and processes with urgency and empathy. They will communicate with Dealers via phone and email and will ensure documentation of all interactions are timely and accurate. This role is highly dependent on the overall success of the team, where team communication and coordination are paramount to all day-to-day activities.

Requirements

• Ability to work independently as well as in a team environment.
• Comfortability working under pressure or strict deadlines.
• Demonstrated ability to solve problems and formulate recommendations.
• Passion for learning and personal growth.
• Possess organizational and prioritization skills.
• Self-starter with a high degree of integrity and professionalism.
• Understanding of organizational methods and time management process.
• Bachelor’s degree or equivalent work experience required.
• Equivalent work experience entails 4+ years in customer and client service focused industry or technical support.
• Professional references required upon request.

Nice To Haves

• Solid understanding of the OEM software applications, Dealership inventory data process and third-party vendor functionality.

Responsibilities

• Managing Dealer communication focusing on delivering empathy, value, and authenticity in each interaction.
• Addressing inbound communication through a shared phone line and email account.
• Driving proactive engagement with Dealers and their partners in solving questions and concerns and aid in overall utilization of the software applications.
• Thoroughly investigating Dealer questions and/or issues by asking discovery questions and then conducting root cause analysis.
• Escalating unresolved issues if technical investigation is required.
• Orchestrating the technical onboarding process for Dealers to the OEM software applications.
• Strictly adhering to the onboarding process, effectively communicating all requirements for a successful launch as well as educating the Dealer on how to utilize the applications.
• Adhering to detailed and high-quality documentation of Dealer communication, issues, and questions addressed along with recommended solutions.
• Performing other tasks and duties as required to support and contribute to the overall success of the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level