What are the responsibilities and job description for the Dealer Response Team Specialist position at Automated Media Inc.?
Who We Are:
Founded in 1989, Automated Media, Inc. (AMI) is an innovative, award-winning information technology firm, based in Michigan and serving customers around the globe. AMI creates ingenious technology solutions and develops and manages successful systems for Ford, Chrysler, GM, and other customers. These include Ford’s Around the Wheel and Blue Diamond programs, as well as other technology and project management programs, consulting, billing, and systems solutions.
As a Dealer Response Team Specialist, your essential job functions will include the following:
- Respond to inbound calls from both current and potential customers, responding to customer requests/inquiries within one business day, providing superior customer service, technical related advice and translating inquiries into opportunities.
- Ability to provide customer solutions through general knowledge of products, processes & provides support to team as needed
- Exhibit a strong focus on developing relationships.
- Represent AMI with Stellantis/Mopar dealers.
- Evaluate the customer’s needs and determine appropriate actions.
- Contribute to the development and share innovative ideas to improve processes and policy to enhance the customer experience.
- Interact with other departments to ensure timely responses to customer inquiries and orders.
- Resolve customer concerns and questions as it relates to delivery issues.
- Strive for one call resolution with every customer.
- Display a professional manner when dealing with internal and external customers.
- Complete all administrative documentation required.
- Input critical notes to contact center management system.
- Attend all training sessions, as required.
- Exhibited basic proficiency with diagnostic skills and industry/product knowledge
Other Duties as Assigned
Position Requirements
- 1 year of sales/service experience. Automotive industry preferred.
- Office tools: Basic knowledge of Outlook, Word, Excel
- Good communication & customer service skills
- Automotive knowledge preferred. General knowledge of car models, tire sizes, tire model numbers and tire compatibility across all retail/wholesale brands.
Competencies Required
- Detail-oriented
- Customer Focus
- Good communication skills
Physical Job Requirements
- Continuous viewing from and inputting data to a computer screen.
- Sitting for long periods of time.
