Digital Support Specialist
GP StrategiesDIGITAL SUPPORT SPECIALIST
SUMMARY: The Digital Support Specialist acts as an inbound support contact and is responsible for assisting dealers and field personnel by providing guidance, solving issues, and ensuring a positive experience. They utilize their knowledge and skills to troubleshoot problems and offer solutions, often acting as the first point of contact between the OEM and its dealers. This fast-paced role requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Act as an inbound point of contact for all dealers across digital initiatives for sales and service.
Handle a regular flow of incoming calls and emails and respond within designated timeframe.
Maintain accurate records of all dealership interactions.
Build relationships with dealers remotely via phone.
Execute phone and email communications to dealers.
Support dealers with issues and resolve vendor, billing, D2C2 questions.
Support dealers with enrollment in program solutions.
Support field personnel with general questions related to processes, team contact information, etc.
Work with vendor partners to close outstanding cases.
Assist in any additional ad hoc projects.
Assist dealers with implementation of their digital marketing plans:
- Quarterback ongoing technical support requests
- Coordinate dealer website customizations
- Escalate key vendor issues for the dealer
As requested, work with Brand/Aftersales teams to drive execution of divisional go-to-market strategies across key digital focus areas on a high-level basis:
- Website and digital advertising
- Consumer marketing
- Leads
- Service
- Digital signage
- Social/reputation management
- Other key digital services
Expand dealer adoption and utilization of brand/aftersales digital programs.
Accountability for key participation and performance KPIs.
Increase dealer satisfaction with brand/aftersales digital initiatives and service providers.
Ability to participate in flexible work coverage hours as needed.
Ability to travel to quarterly in-office meetings and occasional metro Detroit area training events.
MINIMUM EDUCATION/EXPERIENCE REQUIRED:
The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment.
Excellent oral and written communication skills, this involves understanding the audience; getting the message across; presenting information effectively; and communicating openly.
Self-motivated and able to thrive and multi-task in a fast-paced sales focused environment.
Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal.
Ability to build relationships, become a trusted advisor, and interact with all levels of dealership personnel.
Ability to adapt to various levels of dealership digital expertise.
Computer skills to develop, maintain, and analyze data.
PREFERRED QUALIFICATIONS:
Bachelor’s degree
Relevant industry experience
Dealership/automotive experience
Digital retail experience and/or customer service experience
Working knowledge of digital advertising and marketing (Websites, SEO, SEM, Social, Lead Management/CRM, consumer marketing, etc.)
Knowledge of automotive digital vendor ecosystem