Global Ops Consultant, CarBravo

Role Overview

• Develop CarBravo Process Acumen and Knowledge: Socialize and serve as Subject Matter Expert (“SME”) with comprehensive understanding of the features, values, and benefits of, and enrollment in current CarBravo Program product offerings.
• Enhance Dealer engagement and satisfaction through proactive outreach and support with Dealers to inform them about new, relevant programs, updates, and promotions.
• Responding in a timely manner to Dealer inquiries and providing timely access to information on program details, resources, process assistance, and troubleshooting.
• Improving Program adoption and compliance by addressing Dealer concerns promptly, assisting Dealers with resolving issues related to the Program, including inventory management, compliance, pricing strategies, and warranty concerns.
• Streamlining communication between Program management and Dealers.
• Maintaining a high level of satisfaction with Dealers through consistent, reliable, and professional support.
• Help maximize Dealer Pre-Owned operations including throughput, sales, retention, sales and service profitability, and customer loyalty.
• Proactive outreach to ensure Dealers are aware of available resources, compliance requirements, and upcoming deadlines.
• Reputation Management: Advise Dealer on recommended actions to improve online reputation.
• Call Tracking and Analytics: Advise Dealer on tracking analytics for better insights to reduce Call Fail Rate (“CFR”).
• Optimize Inventory: Advise Dealer relative to the appropriate quality and quantity of vehicles to be Certified for the Dealer’s market.
• Script/FAQ Development, Maintenance, and Customer Approval: Develop scripts and frequently asked questions for Customer ensuring Customer input and approval prior to using the scripts/FAQs in the CBCC. Maintain such scripts/FAQs ensuring that the information is fresh and accurate including getting Customer approval for any material changes to them.

Requirements

• 1-3 Yrs experience in related role or industry e.g. Customer Service, Business relation Ship management L1/L2 Issue resolution, Customer Analytics
• Degree in Business, Marketing or Equivalent Experience
• Strong communications and negotiation skills
• Ability to build and maintain relationships
• Ability to be a trusted resource for Dealership clients
• Ability to interpret and explain data and solve complex problems
• Experience with U.S. based clients is preferred (CarBravo a mainly US platform)
• Affinity with technology and/or familiarity with analytics tools and techniques
• Willingness to work hybrid on night shift, to support West coast time zones.

Benefits

• Professional development opportunities
• Inclusion and belonging programs