Client Services Specialist

Dealertrack , a Cox Automotive Brand, is currently looking for a Client Services Specialist with customer service experience to join our DMS team in South Jordan, UT.

The Client Services Specialist position comprises of two primary responsibilities. The Client Service Specialist travels to client sites to implement Dealertracks Dealer Management System (DMS) and train clients on utilizing the software. The Client Service Specialist also answers client inquiries and resolves issues regarding the Dealertracks DMS software application when not traveling; supporting the DMS technical call center. Whether training on-site or answering client inquiries in the office, the fulfillment of these deliveries will be based on the business need. The Client Services Specialist is expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertracks DMS High Touch services delivery standards.

0-100% travel is expected for this position. Travel for this position is based solely on business need and may change at any time.

Your Role:

• Upon assignment, the Client Services Specialist will travel by air and/or car to deliver and train dealership users on DTDMS software within a one-on-one and/or classroom environment to ensure system utilization and high client satisfaction
• Upon assignment, the Client Services Specialist will field questions and have a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
• Responsible for responding to client inquiries, troubleshooting, resolving product issues, and providing the information to resolve our clients concerns whether on the phone or in person
• Provide the same level of support when working remotely as those Team Members working at the on-site DMS technical call center
• Attend training sessions, both in person and remotely, to improve and/or maintain skill sets
• Work in a professional manner with internal team members via cases, phone, email and IM to escalate system and client issues
• Mentor team members to improve the departments overall success and client satisfaction
• Use critical thinking and problem solving skills to resolve a wide variety of issues
• Maintain constructive relationships with customers and bring to the attention of the manager any recurrent issues/inquiries
• Research technical problems with the aim of finding the best possible solution
• Analyze data to resolve complex technical issues
• Follow up with client requests in a timely manner
• Manage escalation cases with professionalism and a focus on client satisfaction
• Works on other projects as assigned by their Manager/Supervisor
• Accurately document all work in a case system
• Solid analytical and problem solving skills

Required Experience (minimum):

• When managing calls remotely you must provide a quiet working environment with reliable internet; similar to a call center environment. On assignment, must have the ability to travel to a major airport within 1 hour
• High School diploma
• 0-2 years of related work experience
• A valid U.S. drivers license
• Working knowledge of MS Outlook, Word and Excel

What We Look For (preferred):

• College degree
• Accounting/bookkeeping knowledge
• Ability to work under pressure and against deadlines
• Ability to follow outlined processes and demonstrate good judgment
• Ability to work well independently and with a team

About us :

Dealertrack, a Cox Automotive Brand, is building a connected suite of software solutions and services to help automotive dealers thrive in today's digital retailing environment. From digital marketing to credit applications and financing, our integrated approach is making buying, selling and shopping for a car more efficient and enjoyable for everyone involved.

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