Engage in dealer resolutions, Dealer Navigator support, call/chat, product support and billing
Execute E2E Billing support
Execute E2E Dealer Navigator and product support
Call/Chat Center with inbound and outbound calls
Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
Establish and foster relationships with EDS vendors
web hosts and inventory aggregators
Apply effective time management skills to manage daily workload
Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement
Respond promptly and professionally to internal and external customers and discern when to appropriately escalate
Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
Responsible for continuous improvement of job knowledge by exercising active listening and engagement
Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
Closely partner with product teams and provide Subject Matter Expert understanding and updates to the team and written documentation
Participate in special projects and ad hoc requests as needed

High School Diploma, GED, or equivalent certification
At least 3 years of customer service or call center experience
At least 1 year of experience using Google Suite products
At least 2 years of experience working in the Financial Industry
At least 1 year of auto finance experience (preferred)
At least 1 year of experience in system activations, inventory management, or billing experience (preferred)
At least 6 months of experience using JIRA or using Salesforce (preferred)

Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

Principal Ops Coordinator – Product Support & Billing

Key skills