Dealer Operations Analyst

Job Position Summary:

The Dealer Operations Analyst is expected to provide exceptional support for Dealers.  They address all Dealer technical and or program questions, issues and processes with urgency and empathy.  They will communicate with Dealers via phone and email and will ensure documentation of all interactions are timely and accurate.  This role is highly dependent on the overall success of the team, where team communication and coordination are paramount to all day-to-day activities.

Responsibilities and Duties:

• Communication - This role is responsible for managing Dealer communication focusing on delivering empathy, value, and authenticity in each interaction.  Communication is inbound through a shared phone line and email account, as well as driving proactive engagement with Dealers and their partners in solving questions and concerns and aid in overall utilization of the software applications.  All communication is held to an SLA as well as quality scores. 
• Troubleshooting - Dealers engage this role to assist with questions and/or issues as related to several proprietary OEM software applications. This role is expected to thoroughly investigate these Dealer questions and/or issues by asking discovery questions and then conducting root cause analysis.  This requires a solid understanding of the OEM software applications, Dealership inventory data process and third-party vendor functionality.  This role will escalate unresolved issues if technical investigation is required.
• Software Onboarding - This role orchestrates the technical onboarding process for Dealers to the OEM software applications. This role is required to strictly adhere to the process, effectively communicate all requirements for a successful launch as well as educating the Dealer on how to utilize the applications.
• Documentation - Adherence to detailed and high-quality documentation is essential to this role.  Understanding all aspects of our Dealer communication, issues and questions addressed along with our recommended solutions enables us to continue to ensure that provide an accurate data narrative about our project delivery to our clients.
• Additional Responsibilities - Perform other tasks and duties as required to support and contribute to the overall success of the organization.

Qualifications:

• Ability to work independently as well as in a team environment.
• Comfortability working under pressure or strict deadlines.
• Demonstrated ability to solve problems and formulate recommendations.
• Passion for learning and personal growth.
• Possess organizational and prioritization skills.
• Self-starter with a high degree of integrity and professionalism.
• Understanding of organizational methods and time management process.

Education and Experience:

• Bachelor’s degree or equivalent work experience required.
• Equivalent work experience entails 4+ years in customer and client service focused industry or technical support.
• Professional references required upon request.