Dealer Operations Coordinator 3

Position Summary:

A Tier 3 Dealer Operations coordinator serves as the subject matter expert for our dealers in support of daily operational functions. This role is accountable for telephone, email and occasionally in-person transactions between ADT and independent Authorized Dealers. Provide support and help the dealers in the day-to-day functions of the funding process via a telephone call queue and email queue along with outbound contacts. As well as working as a liaison for address validation of potential customers.

Responsibilities:

• Answer incoming emails/phone calls on all information regarding the Authorized Dealer Program, to include dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp, and internal departments.
• Accountable for research and resolutions of all contracts that are initially declined for purchase.
• Serve as the subject matter expert in the ADT Authorized Dealer Program policies and procedures.
• Review weekly reports and provide feedback and solutions to the dealers.
• Support and cross-train with peers to provide coverage for vacations and PTO (Paid Time Off).
• Assist with special projects, as necessary.
• Accountability as primary resource for assigned dealers.
• Maintain current and up to date knowledge of dealer activities and issues.
• Process incoming cleanup, email, mail, faxes, and other documents
• Research and provide recommendations for resolution of all presidential and escalated complaints.
• Monitor activity for fraudulent or deceptive practices, reporting concerns to leadership for risk mitigation.
• Pre-audit all bulk and special funding as required to support acquisitions.
• Adhere to SLAs (Service Level Agreement) for responsiveness to internal and external customers.
• Meet quality assurance standards for excellence ensuring best in class support of our dealers.
• Capabilities of Tier 1 and Tier 2.
• Additional duties as assigned.
• Minimum High School Diploma/GED or Minimum bachelor’s degree in X or related field.
• Minimum of 2 years in a customer service role, or general business experience
• Proficiency with Microsoft Office products (e.g., Excel, Word, Outlook). 
• Advanced phone skills - ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.
• Advanced knowledge of Microsoft Windows, Type 35 wpm
• Advanced skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management
• Creative problem-solver – Advanced ability to analyze a situation and apply critical thinking to resolve issues.
• Advanced skillsets:  Customer orientation; Identifying and prioritizing customer needs and recognizing constraints; situational awareness to be alert and make well-informed decisions
• Expert in attention to detail and ability to complete tasks while demonstrating thorough concern for all areas involved.
• Ability to work with minimal supervision
• Ability to function within a team environment.
• Demonstrated independent judgment skills.
• Ability to handle multiple tasks.

Qualifications:

• Minimum High School Diploma/GED or Minimum bachelor’s degree in X or related field.
• Minimum of 2 years in a customer service role, or general business experience
• Proficiency with Microsoft Office products (e.g., Excel, Word, Outlook). 
• Advanced phone skills - ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.
• Advanced knowledge of Microsoft Windows, Type 35 wpm
• Advanced skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management
• Creative problem-solver – Advanced ability to analyze a situation and apply critical thinking to resolve issues.
• Advanced skillsets:  Customer orientation; Identifying and prioritizing customer needs and recognizing constraints; situational awareness to be alert and make well-informed decisions
• Expert in attention to detail and ability to complete tasks while demonstrating thorough concern for all areas involved.
• Ability to work with minimal supervision
• Ability to function within a team environment.
• Demonstrated independent judgment skills.

• Ability to handle multiple tasks.

  Pay and Benefits Disclosure

  The pay range for this role is $18.26-$28.14 hour and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.