Dealer Operations Coordinator III

A Tier 3 Dealer Operations coordinator serves as the subject matter expert for our dealers in support of daily operational functions. This role is accountable for telephone, email and occasionally in-person transactions between ADT and independent Authorized Dealers. Provide support and help the dealers in the day-to-day functions of the funding process via a telephone call queue and email queue along with outbound contacts.

As well as working as a liaison for address validation of potential customers.

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A Tier 3 Dealer Operations coordinator serves as the subject matter expert for our dealers in support of daily operational functions. This role is accountable for telephone, email and occasionally in-person transactions between ADT and independent Authorized Dealers. Provide support and help the dealers in the day-to-day functions of the funding process via a telephone call queue and email queue along with outbound contacts.

As well as working as a liaison for address validation of potential customers.

• Answer incoming emails/phone calls on all information regarding the Authorized Dealer Program, to include dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp, and internal departments.
• Accountable for research and resolutions of all contracts that are initially declined for purchase.
• Serve as the subject matter expert in the ADT Authorized Dealer Program policies and procedures.
• Review weekly reports and provide feedback and solutions to the dealers.
• Support and cross-train with peers to provide coverage for vacations and PTO (Paid Time Off).
• Assist with special projects, as necessary.
• Accountability as primary resource for assigned dealers.
• Maintain current and up to date knowledge of dealer activities and issues.
• Process incoming cleanup, email, mail, faxes, and other documents
• Research and provide recommendations for resolution of all presidential and escalated complaints.
• Monitor activity for fraudulent or deceptive practices, reporting concerns to leadership for risk mitigation.
• Pre-audit all bulk and special funding as required to support acquisitions.
• Adhere to SLAs (Service Level Agreement) for responsiveness to internal and external customers.
• Meet quality assurance standards for excellence ensuring best in class support of our dealers.
• Capabilities of Tier 1 and Tier 2.
• Additional duties as assigned.
• Minimum High School Diploma/GED or Minimum bachelor’s degree in X or related field.
• Minimum of 2 years in a customer service role, or general business experience
• Proficiency with Microsoft Office products (e.g., Excel, Word, Outlook).
• Advanced phone skills - ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating the relevant information, building a rapport, providing great customer service, and adapting your tone and conversational style appropriately on the phone.
• Advanced knowledge of Microsoft Windows, Type 35 wpm
• Advanced skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, management
• Creative problem-solver – Advanced ability to analyze a situation and apply critical thinking to resolve issues.
• Advanced skillsets:
  Customer orientation;
  Identifying and prioritizing customer needs and recognizing constraints; situational awareness to be alert and make well-informed decisions
• Expert in attention to detail and ability to complete tasks while demonstrating thorough concern for all areas involved.
• Ability to work with minimal supervision
• Ability to function within a team environment.
• Demonstrated independent judgment skills.
• Ability to handle multiple tasks.

• Minim…