Consultant, Dealer Support Center

Job Title: Consultant, Dealer Support Center

Location: Sandy Springs, GA

Pay Rate: $20 per hour, W 2

Duration: 12+ Month Contract

Summary:

• Hours of Operation: 8:00am – 6:00pm EST to support dealers across multiple time zones
• Scheduled hours may vary, with holiday hours aligned with dealers
• Weekend hours are not expected
• Must be flexible to adapt schedule to best support dealers

Responsibilities:

• Address complex dealer inquiries and provide solutions to ensure customer satisfaction
• Escalate necessary inquiries to the appropriate business unit subject matter experts
• Ensure all dealer and field inquiries are responded to efficiently and with priority
• Document each inquiry to ensure a high degree of data integrity
• Monitor and adhere to the quality of support interactions to ensure metrics are met
• Handle escalated dealer and field inquiries requiring additional attention or expertise
• Act as an advocate of the dealer within the organization
• Maintain and update documentation for support processes and dealer interactions
• Utilize artificial intelligence and support center technologies effectively
• Ensure performance metrics such as response times and satisfaction scores are met or exceeded
• Provide guidance and education to dealers on product or service use
• Identify opportunities for process improvement and efficiency in support operations
• Collaborate with business units to recommend and refine process improvements

Requirements:

• Currently pursuing or recently completed a degree in Business Administration, Communications, Automotive Management, Information Systems, or related discipline
• Demonstrated interest in business operations, customer experience, or automotive industry
• Basic understanding of business concepts and customer-focused processes
• Experience collaborating on team-based projects or work assignments
• Strong communication, organizational, and problem-solving skills

Preferred Skills:

• Exemplify a world-class customer service experience
• Positive attitude and willingness to help
• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills
• Strong sense of urgency and accountability
• Ability to remain calm and focused under pressure
• Understanding of data security and privacy protocols
• Proficient with Microsoft applications, including PowerPoint and Word
• Knowledge of call center operations and telephony systems