Job Summary: We are seeking a dynamic and customer-focused Customer Experience Specialist to join our team. In this multifaceted role, you will be responsible for ensuring exceptional customer experiences while providing support for co-op marketing programs and building and maintaining strong client relationships. Your primary objective is to deliver top-notch customer service, help dealers navigate co-op marketing initiatives, and ensure compliance with program guidelines.

Responsibilities:

Customer Relationship Management and Support

• Cultivate and maintain strong relationships with brand clients, dealer networks, and co-op marketing program contacts.
• Serve as the primary point of contact and subject matter expert for all customer inquiries and support needs
• Provide exceptional inbound and outbound support to the dealer and consumer network, following company standards and procedures.
• Offer troubleshooting assistance for network issues and inquiries, notifying the relevant teams of any site issues.

Co-op Marketing Program Support

• Assist dealers in optimizing co-op marketing budgets.
• Ensure that dealers' marketing activities comply with program rules, deadlines, and reporting obligations.
• Performs operational tasks accurately and independently within required service level agreements.

Claims Processing & Preapprovals

• Utilize your knowledge of client program guidelines and business rules to review, form independent judgements, determine compliance, and process claims and preapprovals.

Knowledge Enhancement and Training

• Continuously expand your knowledge of co-op marketing applications, best practices, industry influences, and compliance requirements.
• Train and coach dealers and agencies to navigate and execute co-op marketing activities through online portals.
• Assist in the execution of new hire and training efforts in collaboration with team members.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Proficiency in data analysis, reporting, and marketing analytics tools.
• Excellent communication and presentation skills to effectively engage with clients, program administrators, and team members.
• Detail-oriented with the ability to manage multiple projects and deadlines simultaneously.
• Strong relationship-building skills.
• Proven experience in a client-facing role, such as an Account Manager or Marketing Coordinator is a plus.
• Knowledge of co-op marketing programs, guidelines, and compliance requirements is a plus