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Dealer Success Manager

Company: Insurance Auto Auctions
Location: Carmel
Posted on: May 18, 2019

Job Description:

You Found Us Or maybe we found you. Either way, welcome to TradeRev. TradeRev is using innovation, technology, and creativity to make car sales fast, fair, and easy for everyone. Our mobile app creates a digital marketplace where car dealers can launch and participate in live, real-time auctions right from the palm of their hands. Our technology makes buying and selling cars simple, convenient, and transparent for everyone involved. Who We Are: At TradeRev, were a high-tech, high-energy, lightning-fast environment where no two projects, customers, or work days are ever the same. As we see it, boredom breeds predictability and fortune favors the bold. We are coding rock stars, digital ninjas and the most fearless sales and operations teams on the planet. Were designers, data analysts, marketers, project managers, trainers and even a few lawyers thrown in for good measure. Were not all car people but we share an obsession for customer service and passion for disrupting the status quo. Addicted to challenge? Thrive on change? Put your creativity, personality, and talent to work and help us transform one of the largest, most dynamic industries in the world. So, as we set our sights to dominate North America and expand TradeRevs reach around the globe, the only thing were missing is you. Responsibilities: - Oversee the Dealer Success Departments day-to-day functions. - Manage direct reports by communicating job expectations, planning, monitoring and conducting quarterly performance reviews - Monitor team metrics and make appropriate adjustments to meet and exceed processing timelines and KPIs. - Observe and mentor Dealer Success agents to ensure the highest level of customer service is consistently provided - Coordinate team staffing, taking an active role in forecasting and the hiring process - Oversee Dealer Success agent training and development - Assist with the integration of new support tools and technology - Record and maintain detailed reports of customer interactions including inquiry descriptions and resolutions using Salesforce (CRM) - Ensure team adherence to customer service standards, policies and procedures - Resolve customer requests escalated by the dealer success team - Answer internal and external customer inquiries in a professional timely manner - Liaise with other staff and departments as necessary - Keep updated on our evolving platform; there will be continuous learning opportunities as we are always creating and enhancing TradeRev's features and capabilities - Participate in weekly Support team meetings - Other duties as required Qualifications: - Bachelor's Degree required - 3-5 years of Dealer Success or Customer Support experience - 1-2 years as a Team Lead of 10+ agents (Online environment preferred) - Proven track record of customer service excellence - Strong interpersonal and leadership skills - CRM experience (SalesForce, Five9 preferred) - Experience in software support or automotive knowledge preferred - Proven experience working in a rapidly changing environment - Technical aptitude and ability to connect with clients - Energetic; able to maintain high team motivation - Excellent written and verbal communication skills

Keywords: Insurance Auto Auctions, Carmel , Dealer Success Manager, Executive , Carmel, Indiana

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