What are the responsibilities and job description for the Customer Service Representative (Dealer Agent Support) position at Total Warranty Services?
The Dealer Agent Support is responsible for the various functions to assist the dealer agents and field/sales representatives to do their job more effectively. The individual is required to effectively train new account representatives on TWS (Total Warranty Services) systems for contract remittance, cancellations, corrections and proactively servicing as an advisor and navigator throughout the Company to meet key objectives. This position must be adept at utilizing a computer database, handling escalated projects simultaneously while offering efficient solutions.
Essential Duties & Responsibilities:
- Provide sales field representatives with requests for training and problem-solving and troubleshooting a multitude of issues
- Communicate any problems likely to affect customer relationships to the appropriate field representatives and operations team members
- Handle telephone calls or acknowledge dealer agent’s and field representative’s e-mails
- Liaise with internal teams, key stakeholders, and system vendors to resolve issues
- Work closely with operations and field representatives to assist with new dealer system setups
- Coordinate, schedule, and train new field representative and dealer agent training sessions on TWS systems
- Must be systems savvy to review data and information for accuracy
- Must be organized and detailed to handle changes and updates in system
- Assists department managers and other team members with month-end related projects
- Works with internal and external contacts to resolve issues
- Create and maintain customer records, updating details when contacts change
- Special projects as assigned by immediate supervisor
- High school diploma or GED and 2-3 years’ experience working in a professional business environment
- Bachelor’s Degree in Business preferred
- Must be systems savvy and have experience and knowledge of the basics of computer and email
- Must type at least 40 wpm
- Experience with database systems
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skill
- Excellent Microsoft Office (Excel, Word, Power Point, Outlook)
