The Customer Support Lead is responsible for providing the team with expert level technical assistance, resolving customer questions or complaints, managing the onboarding of new support specialist, and developing coaching programs to enhance productivity and performance. The overall objective is to ensure that the customer support staff members are knowledgeable and capable of delivering excellent customer service in an accurate, timely and courteous manner. This is senior-level position, located in the Headquarters office (Rockville, MD).
* Responsible for assisting a team of Customer Support Specialist and Case Managers. * Acts as the team's subject matter expert for technical assistance. * First point of escalation on higher level/more complex cases and calls. * Monitors the progress of new hires; summarize and provide evaluation reports on new hires during their onboarding process and ongoing training initiatives. * Schedules and coordinates ongoing refresher training needs with Management. * Collaborates with management to identify and make training recommendations when poor quality patterns develop. * Maintains a presence on the floor to support team members. * Conducts 3-4 call reviews and case quality evaluations of each team member weekly. * Provide direct Customer Support on an as needed basis, by acting as a Case Managers or Senior Case Managers overseeing the phones, tickets and cases. * Maintain a professional working relationship with team members. * Performing additional duties where needed.
* High School Diploma or equivalent. * 3+ years of customer support experience. * 1-2 years of experience with DealerOn proprietary technology. * Strong organizational skills. * Strong ability to work with cross-functional teams in a highly complex, always changing environment * Dependable, follows instructions and takes initiative to solve problems. * Ability to troubleshoot issues that may arise * Professional experience in Salesforce or other Force.com platforms * Ability to work a variety of shifts, including evenings and weekends. * Proficient knowledge of MS Office Suite (Word, Excel, Outlook)
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 * Paid time off * On-site and off-site company events * Casual Attire * Fun workstations * State of the art technology * Free Parking * Collaborative work environment
We are an Equal Opportunity Employer.
DealerOn caters to the automotive industry providing Car Dealer Websites, Social Media Marketing, SEO, SEM and Internet Lead Management for auto dealerships.