DDI Technology is seeking a Customer Service Representative II to join our team in Irmo, SC

DDI Technology, a wholly-owned subsidiary of IAA, Inc., provides a complete automotive titling and registration suite for financial institutions and dealers dedicated to excellence, DDI continues to focus on superior products, professional and consulting services in the areas of Electronic Liens and Titles.

DDI Technology is seeking a Customer Service Representative II to join the Implementation Team based in Irmo SC. The Customer Service Representative II will report to the Manager of Client Implementations in a team environment tasked with total customer satisfaction.

Primary responsibilities will include completing the technical requirements to implement and onboard new customers and enable requested DDI / IAA products.

Additionally, the Customer Service Representative II will work with existing customers requesting additional technical services.

Activities will begin with the execution of a services agreement and end when first revenue has been generated. Additional duties will include verification of paperwork, back-end system administration, data tracking, Salesforce reporting, coordinating client training other internal teams and assisting Implementation Manager as required.

What Do IAA Customer Service Reps Do?

Provide a variety of customer support services through the mail, telephone, and direct personal contact

Complete the technical requirements for Implementation & Onboarding for new clients onboarding with DDI. This will include working with internal partners to complete technical requirements to enable DDI / IAA products.

Additionally, the Customer Service Representative II will work with existing customers requesting to add additional technical services such as API, SFTP, and / or Single Sign On services.

Works in conjunction with Implementation manager, Product management & Marketing on new ELT state and new internal product roll out plans.

Communicates with internal and external stakeholders all new & updated process flows.

Assist Implementation Manager with Salesforce administrative tasks, such as creating internal forms, FAQs and maintaining accurate information on DDI website as well as customer help pages.

Enter & maintain accurate customer data into Salesforce, complete user setup an, user imports into salesforce and back-end systems and setup user roles within DDI system.

Assist Dealers with various Dealer Management Integrations & pricing by submitting accurate documentation to various external agencies.

Track all communications and activities in Salesforce.

Partners with Sales and Business Development team to assess the business needs of customers which require customized business solutions.

Works with Implementation Manager to ensure successful onboarding and customer satisfaction.

Works closely with Sales, Contracts, Product Management, Project Managers, Account Management, Support & Technical teams to provide timely accurate customer information.

Provides progress updates to DDI stakeholders and customers on established implementation plans and process flows in a timely manner

Monitors and distributes incoming emails and phone calls.

Other Duties as assigned.

What are the Requirements?

• 2 or more years of Customer Service Experience
• Proficiency in Microsoft Tools & Adobe (Excel, Word, Outlook, Teams, Adobe)
• Must be able to type at least 40wpm
• Salesforce knowledge a plus, but not required
• Excellent Communication & Written Skills
• Strong project management skills and the ability to multi-task.
• Excellent organizational & time management skills

Education and Certification Requirements :

• A high school diploma is awesome, but equivalent work experience would be great too!
• 0-2 years’ previous work experience

DDI Technology is a leading electronic title and registration technology firm providing title administration and processing services for vehicle dealers and lenders.

DDI Technology is a proud member of the IAA, Inc. family of companies and focuses on delivering superior products, professional service and hi-touch customer service for all areas of vehicle title management.

In return for your excellent skills and abilities, we offer a benefits package including : health insurance, 401K, STD / LTD, Life Insurance / Accidental Death, and Dismemberment, paid holidays, and vacations.

IAA is dedicated to providing equal employment opportunities regardless of race, religion, creed, color, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, veteran status, citizenship status, or marital status.

IAA is a drug-free workplace. EEOE

Last updated : 2024-04-19