• Respond to customer queries and address service complaints in a timely manner. 
• Manage customer cancellations of accounts compromised of all avenues of the organization including Automotive, International Markets, Home and Legal
• Be a subject matter expert of OEM billing rules and their various contracts.
• Analyze customer feedback and develop new techniques to ensure customer retention 
• Present the metrics in an understandable and useable format to leadership teams while collecting, analyzing, and debriefing information related to the customer lifecycles, complaints, and cancellations.
• Prioritize triage and communicate resolutions on escalated customer cancellations issues/billing requests and updating all stakeholders.
• Review pointed away reports to determine clients who have left DealerOn without notice.
• Take initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information. 
• Build positive working relationships with customers for repeat business.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives. 
• Facilitate credits and refunds within company guidelines. 
• Manage the Salesforce cancellation workflow and documentation.

• Bachelor’s Degree or equivalent 
• 3 years’ experience in customer service field or related career
• Excellent attention to detail, especially with communication (written and verbal) and meeting deadlines. 
• Dependable, follows instructions and takes initiative to solve problems.
• Strong ability to work with cross-functional teams in a complex, always changing environment.
• Ability to react quickly, effectively under pressure and multi-task to meet changing department priorities.
• Strong understanding of digital and direct marketing best practices 
• Outstanding planning and organizational skills
• Proficient in Microsoft Office
• Strong background with Salesforce and JIRA workflow and reporting

• 5 years’ experience in customer service 
• 1 year experience in customer retention
• Excellent telephone and customer service skills 
• Understanding of CRM tools 
• Experience in a fast-paced, environment 
• Ability to prioritize tasks that change frequently and manage unexpected demands. 
• Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn.

The maximum range shown represents your earning potential with DealerOn for the life time of the role.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This is a remote position and is available in various US locations; however, it is not open to residents of…

Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Roade Island (RI), South Dakota (SD), Vermont (VT), Washington (WA), Wisconsin (WI), and Wyoming (WY).

About Us:

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO Sick Leave
• 4 weeks paid Parental Leave
• 8 Paid National Holidays
• State of the art technology
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).