Customer Compliance Support Specialist

The Customer Compliance Support Sp is responsible for maintaining in-bound requests to the Product Security & Compliance support queue with a service-level agreement of 90% or higher. This role is also responsible for researching and analyzing subscriber accounts to ensure product security compliance. This person will proactively research small groups and identify opportunities to increase sales, security compliance and customer retention. This person will analyze customer usage and identify sales opportunity to protect the best interests of ALLDATA. They will also proactively contact users to provide steps for corrective action to ensure product compliance and customer retention. This person must be able to work well in a team environment to pursue performance excellence through shared goals, collaboration, open communication, and a strong sense of accountability. This position will report to the Compliance Manager.

• Bachelor’s degree in a related field or a combination of college and work experience. 

• Minimum three to five years’ sales or comparable sales type experience preferred

• Minimum three years’ customer support or comparable customer support type experience required

• Experience in product security compliance is desired.

• Handle and maintain service levels with in-bound phone calls and assist customers with account resets, access issues, and IP set-up

• Handle and maintain service levels with in-bound support requests in the ServiceDesk ticket queue for both Compliance and Operations team

• Research small groups out of compliance to identify potential sales opportunity 

• Handle and maintain incoming support tickets in Microsoft Dynamics

• Research orders placed on the website for validity and compliance with ALLDATA terms and conditions of use

• Make outbound customer phone calls to facilitate re-contracting when needed

• Create Opportunities and send out orders for compliance and web related accounts

• Collaborate with Sales and Support departments to deliver customer retention, sales revenue and net sales profit

• Assist in maintaining group research and account relationships in Microsoft Dynamics

• Use solution selling tactics to provide options to compliance customers and prospects in the form of education, license sales, additional nodes and/or upgrades to enterprise products

• Investigate, resolve and provide suggestions to prevent future occurrences of browser and compliance related problems that hinder or prevent customer usage of ALLDATA products 

• Assist customers and sales representatives with ALLDATA product setup and upgrades

• Determine best solutions based on issues and business needs provided by customers

• Walk customers through the problem-solving process

• Record events, problems and their resolution 

• Direct unresolved issues to the next level of support personnel

• Contact licensed locations to perform account resets and bring unlicensed users in to compliance that have been identified as out of compliance

• Work with Order Processing Team to resolve order on hold reasons