Digital Support Specialist

DIGITAL 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