Dealer Success Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivates and sustains strong relationships with customers to deliver exceptional service and drive growth and retention.

• Responsible for ensuring a seamless experience and overall satisfaction for the assigned dealer portfolio.

• Manages the resolution of customer inquiries, addresses escalated issues, fosters internal and external relationships, and oversees daily customer needs.

• Works in conjunction with the Dealer Success Manager to define and uphold expectations and timelines.

• Maintains a positive demeanor while assisting customers.

• Achieves results and embodies our company culture.

• Drives productivity in a dynamic customer service environment.

• Handles customer concerns in a constructive and composed manner.

• Capable of multitasking between phone and email communications with customers and team members.

• Promotes a high-performance culture through accountability, consistency, and results.

• Utilizes critical thinking, prioritization, and problem-solving skills to meet objectives within tight deadlines.

• Escalates inquiries and concerns, prioritizing the experiences of our employees and customers.

• Collaborates with internal teams to address customer service challenges related to Legal, Accounting, Compliance, Marketing, Loan Servicing, and Underwriting.

• Proactively engages with team and management regarding performance, the potential adverse impact of decisions on customers, and business risks.

• Acts as a consistent positive influence within the office, fostering strong morale and spirit throughout the Advocate team.

⛳️ Requirements

• A minimum of 3 years of experience in customer support or a transaction-focused environment (preferred in fintech, lending, payments, or dealer services).

• At least 2 years of experience in a high-volume, SLA-driven setting with the responsibility for managing competing priorities and time-sensitive requests.

• Proven ability to troubleshoot complex issues independently in real-time.

• Experience working directly with external business partners or clients (dealers, vendors, or sales organizations) in a high-urgency environment.

• Strong decision-making capabilities with the ability to exercise judgment within established policies and escalate appropriately as required.

• Sales or revenue-support experience is highly preferred.

• Availability to work on Saturdays.

• Familiarity with FDCPA and FCRA is preferred.

• Excellent written and verbal communication skills combined with strong analytical and problem-solving abilities.

• Proven capacity to multitask and thrive in a fast-paced environment.

• Flexibility and adaptability to meet business needs.

• Ability to earn customer loyalty through attentive listening, relationship building, and professional, persuasive communication skills.

• A team player eager to work in a fast-paced and challenging environment.

• Proficient in Microsoft, Salesforce, and other internal systems.

🏝️ Benefits

• Accrue 16 days of paid time off (PTO) annually.

• 12 paid holidays.

• Up to 80% employer-paid premiums for medical, dental, and vision insurance.

• Long-term disability insurance.

• Basic life insurance.

• Paid parental leave.

• Matching 401(k) contributions.

• 100% remote work.