Customer Relations Specialist

The Customer Relations Specialist (Client Relations Specialist) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire organizational staff to ensure the success of Portfolio's clients with professionalism and enthusiasm and being the "GO TO PERSON" for all concerns, issues, and direction for everything pertaining to sales while maintaining the company's philosophies and principles.

Following training, which is worked as a hybrid schedule, this position will lead to a full-time remote work opportunity.

Candidates with the ideal transferable skills listed below will be considered for interview:

• Proven experience within high-touch communication work environments
• Demonstrated leadership abilities within environments that have consistent and competing deadlines
• Strong track-record of resolving client/customer issues
• Ability to enhance customer satisfaction
• High level of empathy and emotional intelligence
• Proactive and solution oriented
• Strong organizational and time management skills
• Exceptional verbal and written interpersonal communication skills

Schedule: Monday- Friday, 9:00am- 6:00pm EST

Hybrid Work Environment: Tuesday and Wednesday onsite at the Strongsville, OH office location

Monday, Thursday, Friday can be worked from home

• To be the product knowledge expert in ALL environments that pertain to the role and responsibilities
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client
• Pre-fill all organizational and Vendor agreements
• Place launch and regular supply orders in a timely manner
• Responsible for inputting agreements in DocuSign and ensuring they are executed
• Create and complete dealer checklists for new setups and changes
• Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments
• Work with agents and providers on retrieval and submission of required licensing paperwork
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place
• Work as a back-up to dispatch team
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments
• Take initiative to formally document relevant processes and updates on a regular basis
• Responding in accordance with Key Performance Indicators (KPIs)
• Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items
• Provide assistance to all team members when needed
• Assist in the response to incoming calls from agencies, providing problem resolution
• Take ownership of changes and is personally responsible for managing change in an upbeat positive manner
• Other Job Duties as assigned

• High School diploma or equivalent
• 2+ years' experience in an automotive sales or administration related environment
• Preferred experience with a CRM Tool or Sales Force
• Experience in call center environment utilizing a phone system
• Preferred experience working with licensing requirements
• Ability to review and verify binding agreements for accuracy
• Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases
• Willingness to work beyond normal scheduled hours, as necessary
• Excellent customer service skills
• A strong sense of urgency and a desire to succeed
• Strong analytical and problem-solving skills
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands
• Extreme attention to detail and quality of service to the clients
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback

• Self-motivator - Initiative-taker
• Solution minded
• Excellent communication skills, both verbal and written
• Driven by integrity
• Willingness to embrace change

Protective's targeted compensation for this position is $23.00 - $24.00 hourly, non-exempt. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.