Open Dealer Exchange · 5 hours ago
Customer Support Specialist
Southfield,MI,US
Full-time
Hybrid
Entry Level
1+ years exp700Credit is the industry leader in providing cutting-edge credit and compliance solutions to the automotive sector. They are searching for a highly motivated Customer Support Specialist I to deliver exceptional support experiences to end users by diagnosing issues and providing timely resolutions. This role is essential to the continued success of 700Credit’s expansion efforts and will have a direct impact on achieving company goals.
Information ServicesInformation Technology
Responsibilities
Provide front-line customer interaction and support:
Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions
Diagnose and resolve technical issues efficiently:
Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality
Document all customer interactions accurately:
Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation
Escalate complex issues to appropriate teams:
Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner
Perform follow-up communication and callbacks:
Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed
Manage case queue and meet performance goals:
Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction
Stay current on system updates and processes:
Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support
Collaborate with cross-functional teams:
Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution
Promote customer retention through solutions:
Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships
Identify potential leads for the sales team:
Recognize and relay potential sales opportunities uncovered during support interactions
Participate in after-hours support coverage:
Provide support outside of standard business hours as required to ensure continuous customer assistance
Qualification
Required
High school diploma or equivalent required
Demonstrated ability to stay focused and manage multiple priorities effectively
Strong team player with the ability to work independently when needed
Excellent interpersonal and client relationship-building skills
Comfortable working in a structured, performance-driven environment with a commitment to high ethical standards
Exceptional verbal and written communication skills
Confident and professional phone presence
Preferred
1 to 3 years of experience in a client-facing or customer service role
Bachelor's degree preferred
Experience with case management systems and CRM tools is a plus
Benefits
Excellent compensation/benefit package
Company
Open Dealer Exchange
Open Dealer Exchange is a joint venture between CDK Global and the Reynolds and Reynolds Company.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase