Customer Support Specialist

Accountabilities:: Manage and support a portfolio of dealer accounts, ensuring customers receive consistent value from digital products, services, and programs. Proactively monitor account performance, identify potential issues, and coordinate appropriate solutions to improve customer satisfaction and long-term retention. Process and accurately record all program enrollments, activations, cancellations, buy/sell activities, and account changes. Create, manage, and update Salesforce CRM cases, ensuring all relevant information is documented for effective tracking, reporting, and resolution. Monitor customer support tickets, shared inboxes, case queues, and escalations to ensure timely responses and resolution within established service-level expectations. Maintain accurate and up-to-date customer, dealer, account, and program records to support operational efficiency and reliable reporting. Conduct data validation activities by reviewing enrollments, activations, cancellations, and customer information for accuracy and completeness. Assist with troubleshooting program connections, digital integrations, and technical issues, escalating complex cases to the appropriate teams when necessary. Support customer onboarding and activation processes by coordinating with relevant stakeholders and tracking progress. Collaborate with Partner Managers, dealers, vendors, field teams, and internal departments to address customer needs and achieve program objectives. Participate in internal and external meetings, providing updates on account performance, open cases, enrollments, cancellations, and operational activities. Communicate important updates, process changes, and relevant information to colleagues to maintain consistency and alignment across teams. Assist with data audits, operational reporting, and performance tracking to ensure accurate program measurement. Maintain detailed records of customer interactions, support activities, issue resolutions, and follow-up actions. Identify opportunities to improve customer support workflows, streamline processes, and increase operational efficiency. Contribute to program growth by encouraging dealer engagement, increasing enrollment and participation, and strengthening customer relationships. Requirements: High School Diploma or equivalent qualification is required. Previous professional experience in customer support, customer success, account support, or a related customer-facing position. Experience in the automotive industry or automotive digital services is preferred. Strong verbal and written communication skills, with the ability to interact professionally with customers, dealers, vendors, and internal stakeholders. Hands-on experience with Salesforce CRM or similar customer relationship management platforms is preferred. Advanced proficiency in Microsoft Excel and Microsoft Office applications, including the ability to manage, organize, validate, and analyze operational data. Strong organizational and time-management skills, with the ability to manage multiple accounts, support requests, and administrative responsibilities simultaneously. Excellent attention to detail and the ability to maintain accurate customer records, case documentation, and program information. Strong problem-solving skills and the ability to investigate customer issues, identify appropriate solutions, and escalate complex matters when necessary. Customer-focused mindset, with a commitment to delivering responsive, professional, and high-quality support. Ability to collaborate effectively with cross-functional teams while also taking ownership of individual responsibilities. Proactive and adaptable approach, with the ability to identify process improvements and respond to changing operational priorities. Ability to work independently in a full-time, remote, work-from-home environment. Flexibility to manage working hours and coordinate effectively with colleagues and stakeholders across different locations. Legal authorization to work in the United States is required. Employment sponsorship is not available for this position. Benefits: Competitive starting hourly salary: $20.00–$21.00 per hour, depending on relevant skills, qualifications, experience, performance, and geographic location. Medical, dental, and vision insurance for eligible employees. Disability and life insurance coverage. Retirement savings programs. Paid time off. Employee wellness programs. Additional employer-sponsored benefits, depending on employment status and eligibility. Fully remote working arrangement within the United States. Flexible work arrangements that support work-life balance. Opportunities for professional learning, skills development, and career growth. Collaborative and supportive working environment focused on customer success, innovation, accountability, and continuous improvement. Opportunity to contribute to digital customer engagement and operational excellence within the automotive industry.