Dealer Operations Coordinator III

ADT • Aurora, CO

6d

About The Position

A Tier 3 Dealer Operations Coordinator serves as a subject matter expert for independent Authorized Dealers and supports their daily operational functions. The role handles telephone, email, and occasional in-person transactions between ADT and its dealers, supporting the funding process through call and email queues and outbound contacts. The coordinator also acts as a liaison for validating potential customers’ addresses and serves as the primary resource for assigned dealers.

Requirements

• High school diploma or GED, or a bachelor's degree in a related field.
• At least 2 years of customer service or general business experience.
• Proficiency with Microsoft Office products, including Excel, Word, and Outlook.
• Advanced telephone skills, including clear communication, rapport-building, customer service, and adapting tone and conversational style.
• Advanced knowledge of Microsoft Windows.
• Typing speed of 35 words per minute.
• Strong attention to detail and verbal and interpersonal communication skills for working with internal and external customers, peers, and management.
• Advanced problem-solving and critical-thinking abilities.
• Customer orientation, including identifying and prioritizing customer needs and recognizing constraints.
• Situational awareness and sound decision-making.
• Ability to complete tasks thoroughly while attending to all relevant areas.
• Ability to work with minimal supervision and function in a team environment.
• Demonstrated independent judgment.
• Ability to handle multiple tasks.

Responsibilities

• Respond to incoming emails and phone calls about the Authorized Dealer Program from dealers, Sales & Service Offices or branches, Regional Directors, ADT Corporate, 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 provide coverage for vacations and paid time off.
• Assist with special projects as needed.
• Act as the primary resource for assigned dealers and maintain current knowledge of their activities and issues.
• Process incoming cleanup items, 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 service-level agreements for responsiveness to internal and external customers.
• Meet quality assurance standards and provide high-quality dealer support.
• Perform duties within the capabilities of Tier 1 and Tier 2 roles.
• Perform additional duties as assigned.

Benefits

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

What This Job Offers

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