Digital Support Specialist

SUMMARY:

The Digital Support Specialist acts as an inbound support contact and is responsible for assisting dealers and field personnel by providing guidance, solving issues, and ensuring a positive experience. They utilize their knowledge and skills to troubleshoot problems and offer solutions, often acting as the first point of contact between the OEM and its dealers. This fast-paced role requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.

• Act as an inbound point of contact for all dealers across digital initiatives for sales and service.
• Handle a regular flow of incoming calls and emails and respond within designated timeframe.
• Maintain accurate records of all dealership interactions.
• Build relationships with dealers remotely via phone.
• Execute phone and email communications to dealers.
• Support dealers with issues and resolve vendor, billing, D2C2 questions.
• Support dealers with enrollment in program solutions.
• Support field personnel with general questions related to processes, team contact information, etc.
• Work with vendor partners to close outstanding cases.
• Assist in any additional ad hoc projects.
• Assist dealers with implementation of their digital marketing plans:
  • Quarterback ongoing technical support requests
  • Coordinate dealer website customizations
  • Escalate key vendor issues for the dealer
• As requested, work with Brand/Aftersales teams to drive execution of divisional go-to-market strategies across key digital focus areas on a high-level basis:
  • Website and digital advertising
  • Consumer marketing
  • Leads
  • Service
  • Digital signage
  • Social/reputation management
  • Other key digital services
• Expand dealer adoption and utilization of brand/aftersales digital programs.
• Accountability for key participation and performance KPIs.
• Increase dealer satisfaction with brand/aftersales digital initiatives and service providers.
• Ability to participate in flexible work coverage hours as needed.
• Ability to travel to quarterly in-office meetings and occasional metro Detroit area training events.

• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment.
• Excellent oral and written communication skills, this involves understanding the audience; getting the message across; presenting information effectively; and communicating openly.
• Self-motivated and able to thrive and multi-task in a fast-paced sales focused environment.
• Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal.
• Ability to build relationships, become a trusted advisor, and interact with all levels of dealership personnel.
• Ability to adapt to various levels of dealership digital expertise.
• Computer skills to develop, maintain, and analyze data.

• Bachelor’s degree
• Relevant industry experience
• Dealership/automotive experience
• Digital retail experience and/or customer service experience
• Working knowledge of digital advertising and marketing (Websites, SEO, SEM, Social, Lead Management/CRM, consumer marketing, etc.)
• Knowledge of automotive digital vendor ecosystem