Dealer Operations Coordinator III

ADT • Aurora, CO

6d • $18 - $28

About The Position

A Tier 3 Dealer Operations Coordinator serves as a subject matter expert for Authorized Dealers, supporting daily operational functions and transactions between ADT and independent Authorized Dealers. The position provides assistance with the dealer funding process through telephone and email queues and outbound contacts, and serves as a liaison for validating potential customer addresses. The role is also accountable for supporting assigned dealers, researching and resolving issues, and maintaining knowledge of dealer activities and concerns.

Requirements

• Minimum high school diploma/GED or minimum bachelor’s degree in X or a related field.
• At least 2 years in a customer service role or general business experience.
• Proficiency with Microsoft Office products, including Excel, Word, and Outlook.
• Advanced phone skills, including communicating relevant information clearly, building rapport, providing customer service, and adapting tone and conversational style.
• Advanced knowledge of Microsoft Windows.
• Typing speed of 35 wpm.
• Strong attention to detail and verbal and interpersonal skills, with the ability to communicate effectively with internal and external customers, peers, and management.
• Advanced ability to analyze situations and apply critical thinking to resolve issues.
• Customer orientation, including identifying and prioritizing customer needs and recognizing constraints.
• Situational awareness and ability to make well-informed decisions.
• Ability to complete tasks with thorough attention to all areas involved.
• Ability to work with minimal supervision and function within a team environment.
• Demonstrated independent judgment skills.
• Ability to handle multiple tasks.

Responsibilities

• Answer incoming emails and phone calls about the Authorized Dealer Program from dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp, and internal departments.
• Research and resolve contracts initially declined for purchase.
• Serve as a subject matter expert on ADT Authorized Dealer Program policies and procedures.
• Review weekly reports and provide feedback and solutions to dealers.
• Support and cross-train with peers to cover vacations and PTO.
• Assist with special projects as necessary.
• Serve as the primary resource for assigned dealers.
• Maintain current knowledge of dealer activities and issues.
• Process incoming cleanup, email, mail, faxes, and other documents.
• Research and recommend resolutions for presidential and escalated complaints.
• Monitor activity for fraudulent or deceptive practices and report concerns to leadership for risk mitigation.
• Pre-audit bulk and special funding as required to support acquisitions.
• Meet SLAs for responsiveness to internal and external customers.
• Meet quality assurance standards to provide high-quality dealer support.
• Perform Tier 1 and Tier 2 capabilities.
• Perform additional duties as assigned.

Benefits

• Healthcare benefits
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off, accruing up to 120 hours in the first year, with an increased accrual rate after the first year
• Six paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED