Customer Support Specialist position (US)

Title: Customer Support Specialist

Location: Remote USA

Reports To: Customer Support Team Lead

The Role:  

As a Customer Support Specialist, you will help to maintain customers' trust in brands we represented. You will use problem-solving and people skills to assure customers of swift resolutions to their concerns. This is a fast-paced role that requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.

The Impact You Will Have in This Role: 

In this role, the customer support specialist will have a direct impact on the program's stability and growth opportunities by delivering excellent customer service to OEM and dealer clients.

What You'll Be Doing in This Role: 

Responsibilities:

• Build relationships with dealers remotely via phone
• Execute phone and email communications to Dealers
• Strong communication skills, proper phone and email etiquette
• The ability to work independently but also as a team player
• Time management and superior organizational skills
• Educate Dealers on key elements of their Digital Program
• Ability to guide Dealers on program solution including websites, digital advertising, SEO, and reputation mgt.
• Provide issue resolution with products and vendors
• Support Dealers with enrollment in program solutions via portal
• Resolve billing issues
• Draw key insights from analytics
• Manage a multitude of tasks in a timely fashion
• Provide feedback on program improvements
• Assist in any additional ad hoc projects
• Help users access and understand the data and metrics in Google Analytics/Adobe and the data warehouse
• Build ad hoc reports for various stakeholders

Qualifications of this Role: 

• Communication Skills: excellent written and verbal communication skills are needed to clearly and concisely communication with internal and external clients.
• Problem-Solving Skills: the ideal candidate should be able to help analyze customer issues, identify root causes, and find appropriate solutions.
• Adaptability: the candidate should display flexibility and be able to handle diverse customer situations and adjust to evolving process methods. 
• Active Listening: the customer support specialist will need to have keen active listening skills to fully understand the customer's concern so the proper triage methods can be utilized.
• Technical Knowledge: the ideal candidate will have an understanding of Customer Resource Management (CRM) systems, Microsoft Office Tools, including Word, Excel, and PowerPoint.
• Time Management: qualified candidates should display excellent organization and time management skills to effectively prioritize tasks and manage multiple customer interactions simultaneously.
• Attention to Detail: the candidate should be able to accurately capture customer information and details pertaining to the case and concern.

The Hiring Manager says: 

I'm looking for the kind of person that shows dedication to delivering excellent customer service, who is committed to giving their best each day, and thrives in a team environment.

The Way We Work: 

• Leader Led
• Remote First
• Foster Flexibility
• Reward Performance
• Time Off Matters

Company Mission  

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.   

Our Values  

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.   

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

Should you require accommodations during the recruitment and selection process, please reach out to [email protected]. 

J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power’s behalf, including also transfers to servers and databases outside the country where you provided J.D. Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.