Dealer Engagement Specialist

Overview and Summary

We are Automotive Business Scientists. We empower our clients to turn overwhelming industry data into discovery, action and measured success.  We are unique market leaders because we find and examine possibilities through the clarity of a scientific lens. To solve the toughest client challenges, we need curious, creative and dedicated people to join our team. 

We search out individuals who align with our core values and who adhere to the highest standards of integrity and ethics in everything they do.  Our company is filled with the brightest minds and the biggest hearts at every level. We recognize that personal success takes on many different forms of the course of our lives – both professional and personally – so we provide a myriad of benefits and programs focused on Wellbeing, Growth, Community and Recognition.  One size does not fit all, so we encourage every Urban Scientist to discover their own formula for success.  If this sounds like the kind of company you would like to work with, Apply Now!

OVERVIEW

The Dealer Engagement Specialist is responsible for retaining and growing an assigned group of existing automotive dealership clients by providing outreach and engagement, fostering positive dealer relationships.  With Manager guidance, this role will work directly with dealers to provide support for our SalesAlert solution (and other solutions in the future including Retail Performance, AutoHook, MarketView, and TrafficView).

Workplace flexibility has taken on a whole new meaning here at Urban Science. The requirements of each team, role and employee can look quite different. Leaders work with their teams to determine the right balance for working in-person and remotely, considering the needs of the business, our clients, cross-functional projects, individual work, and individual preference.  This role has current Hybrid Workplace flexibility local to our Detroit, MI office location. Candidate must be available and willing to work in-person one day per week, and ad hoc as needed.

URBAN SCIENCE DOES NOT AND WILL NOT PROVIDE IMMIGRATION RELATED SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE.

Essential Duties and Responsibilities

Account Support:

• Onboard dealers: obtaining necessary information from dealers, ensure that dealers are supported with accuracy and efficiency.
• Obtain dealer feedback about any data issues related to CRM integration, what might need to be researched, etc.
• Launch dealers, providing needed initial training on solution(s) as needed.

Outreach, Engagement, and Retention:

• Handle phone and email inquiries promptly and effectively in a fast paced, team-oriented environment.
• Build relationships with dealership staff to foster engagement, increase their affinity for our products, add new contracts, and increase likelihood of renewals.
• Bring awareness to clients to drive additional solution usage and understands the value of new product enhancements to promote use to existing clients.
• Apply knowledge of solution features to match the needs of dealer(s), provide demos, upsell, and resolve problems.
• Provide training and insights based on observed dealership monthly performance to drive additional solution usage and enhancements, additionally highlight new solution offerings to increase customer engagement.
• Utilize Salesforce to record inquiries, issues, and client communication. May assist with ad hoc reporting requests.
• Support the creation of marketing and sales strategies and contribute to data analysis insights for improved accuracy and quality.
• Proactively communicates to management to provide updates and report issues in a timely manner.
• Works with manager in completing own annual goal setting and performance review in a timely manner.

Works with manager to prioritize other duties as assigned.

SUPERVISORY RESPONSIBILITIES:None

Qualifications - Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to learn our solutions, help the dealer understand how to use them in a more useful way, and communicate the value to them.
• Sales experience, customer support, working with data, understanding of data concepts, organizational skills (ability to multi-task), effective time management, patience answering questions and troubleshooting, detail orientated strong attention to detail, problem solver.
• Knowledge of retail math concepts such as profit margins and markups to be able to talk through trends or highlights from solution.
• Have enough of an ‘elevator pitch’ level of knowledge and experience to sell, upsell, suggest add-ons, answer basic questions about functionality, etc.
• Flexibility/Adaptability: Requires the ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
• Working knowledge of Microsoft Word and Outlook required.
• Verbal Communication: Requires the ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
• Written Communication: Requires the ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
• Analytical Thinking: Requires the ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.

EDUCATION and EXPERIENCE

• University degree preferred in business degrees preferred (i.e., General Business, Business Technology, etc.) from an accredited college or university, or equivalent foreign institution and/or
• Minimum of one year of customer service related experience required
• Preference for work experience inside an automotive dealership 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond the normal 40-hour workweek.