Dealer Relations Specialist

Dealer Relations Specialist is responsible for providing immediate & efficient operational support and services to Dealer Services division clients. Seniority grows with the experience and knowledge.
Responsible for analyzing / solving needs of medium to high complexity (commensurate with experience) in accordance with the company’s goals.

The incumbent will be responsible for:

• Diagnose frontend problems that interfere with the smooth running of systems
• Help clients and work with them to support their requests
• Apply best practises and knowledge of internal and external business processes to perform requested tasks
• Ensuring that assigned tasks are completed in timely manner and based on defined SLA

Job responsibilities

• Help clients proceed with their operational needs based on online functionalities provided by our systems
• Work on medium to complex operational processes (User set-up, Dealer & Product Setup, Out-of-the-box setups, Web accesses …)
• Ability to quickly identify systems ‘reported issues and dispatch them to IT technical teams when received
• Carry out and document various reported calls/scenarios in the tracking system
• Run online reports requested by our external/internal clients
• Create basic business extracts on demand
• Carry out duties in accord with established procedures
• Based on level run audit reports on demand
• Based on the level, provide support/training to less experienced colleagues.
• Follow LEAN principles
• Follow CX guidelines
• Provide feedback for improvements

• Actively monitor and address calls & emails received making sure that support is provided quickly, professionaly and efficiently
• Provide relief for Front Line agents on phone queues
• Make sure that support mailboxes are maintained up-to-date
• Make sure of setup accuracy before performing the actual task in the systems
• Setup and review if system updates are correctly applied; this includes employee access, products, pricing, billing, commission, reinsurance and accounting  requirements
• Make sure that assigned tasks are completed in timely manner
• Make sure that status is regularly communicated back to the requestor
• Make sure that relevant documentation is up-to-date

User Assistance and Training

• Based on level assist client/sales/colleagues and make recommendations

Miscellaneous Tasks/Projects

• Plan and organize their activities to meet their objectives and deadlines 
• Manage own time
• Attending courses for own development & growth
• Some overtime may be required during busy periods or new business tight deadlines
• May be required to be on-call support outside of core business hours and weekend

Education

• College degree
• Has acquired skills and knowledge through formal training or considerable work experience

Experience

• 2-4 years relevant experience
• Generally, work under moderate supervision

Skills

• Good Problem-solving skills
• Good Product Knowledge
• Good and efficient written/verbal communication skills
• Efficient customer support skills (positive attitude, language, patience, listening skills)
• Ability to be flexible and evolve with changes required
• Good presentation skills.
• Pro-active and self motivated.
• Willingness to go extra mile

Expertise and Knowledge

• Good knowledge of MS Office tools: Word, Excel, Outlook
• Good knowledge in specialized field
• Good understanding of frontend system business knowledge
• Ability to act/respond quickly and take decisions on tasks assigned
• Ability to coordinate completion of tasks
• Bilingual in French and English would be an asset