Dealer Support Manager

Ken Garff Automotive Group•West Valley City, UT

About The Position

The Dealer Support Manager leads the Dealer Support Team (DST), serving as a critical operational hub between Funding, Underwriting, Dealer Services, and dealership partners. This role is responsible for ensuring seamless communication, efficient issue resolution, and high-quality dealer support. The Manager drives team performance, optimizes workflows, and enhances the overall dealer experience through strong leadership, process improvement, and cross-functional collaboration.

Requirements

Leads the Dealer Support Team (DST)
Serves as a critical operational hub between Funding, Underwriting, Dealer Services, and dealership partners
Ensures seamless communication, efficient issue resolution, and high-quality dealer support
Drives team performance, optimizes workflows, and enhances the overall dealer experience through strong leadership, process improvement, and cross-functional collaboration
Manage call routing, ticket assignments, and team productivity
Act as the primary escalation point for complex dealer and internal issues
Establish and monitor service level expectations
Coach, train, and develop team members to ensure high performance and engagement
Maintain high standards for professionalism, accuracy, and responsiveness in all communications
Oversee proper call routing and resolution processes
Ensure compliance, accuracy, and completeness of submitted documents
Oversee updates within internal systems (e.g., Norman) and communication with Underwriting when needed
Oversee onboarding of new dealership partners, including system setup and activation
Ensure timely processing, tracking, and completion of dealer agreements
Verify all documentation meets compliance and eligibility standards
Monitor completion of required training for new partners
Ensure accurate setup and verification of ACH information for dealership partners
Oversee processing of updates and changes for existing dealers
Serve as liaison between internal departments and dealership partners
Oversee escalation handling
Ensure timely follow-up and resolution
Oversee troubleshooting support for dealership system issues (e.g., Norman, PinPoint, DealerTrack, RouteOne)
Ensure proper escalation of system bugs and technical issues
Monitor system performance trends and recurring issues
Manage creation, tracking, and resolution of support tickets across systems (e.g., PinPoint, Operating System, DealerTrack, RouteOne, HubSpot)
Ensure timely resolution and stakeholder communication
Identify trends and implement process improvements to reduce recurring issues
Identify training needs based on dealer interactions and support trends
Coordinate with Dealer Services leadership to deliver training opportunities
Support initiatives that improve dealer knowledge, efficiency, and satisfaction

Nice To Haves

Call response time
First-call resolution rate
Ticket turnaround time
Accuracy and quality of communication
Reduction in escalations
Customer service excellence

Responsibilities

Oversee daily operations of the Dealer Support Team, ensuring effective workload distribution and coverage
Manage call routing, ticket assignments, and team productivity
Act as the primary escalation point for complex dealer and internal issues
Establish and monitor service level expectations
Coach, train, and develop team members to ensure high performance and engagement
Ensure timely handling of inbound overflow calls from Funding, Underwriting, Dealer Services, and dealership partners
Maintain high standards for professionalism, accuracy, and responsiveness in all communications
Oversee proper call routing and resolution processes
Supervise review and approval of Proof of Income (POI) and Proof of Residence (POR) documentation
Ensure compliance, accuracy, and completeness of submitted documents
Oversee updates within internal systems (e.g., Norman) and communication with Underwriting when needed
Oversee onboarding of new dealership partners, including system setup and activation
Ensure timely processing, tracking, and completion of dealer agreements
Verify all documentation meets compliance and eligibility standards
Monitor completion of required training for new partners
Ensure accurate setup and verification of ACH information for dealership partners
Oversee processing of updates and changes for existing dealers
Serve as liaison between internal departments and dealership partners
Oversee escalation handling, including: Title issues, Missing contracts (RIC), Fast Fund program exceptions, Deal unwinds, Dealer escalations
Ensure timely follow-up and resolution
Oversee troubleshooting support for dealership system issues (e.g., Norman, PinPoint, DealerTrack, RouteOne)
Ensure proper escalation of system bugs and technical issues
Monitor system performance trends and recurring issues
Manage creation, tracking, and resolution of support tickets across systems (e.g., PinPoint, Operating System, DealerTrack, RouteOne, HubSpot)
Ensure timely resolution and stakeholder communication
Identify trends and implement process improvements to reduce recurring issues
Identify training needs based on dealer interactions and support trends
Coordinate with Dealer Services leadership to deliver training opportunities
Support initiatives that improve dealer knowledge, efficiency, and satisfaction