Product Support & Resolution Principal Ops Coordinator, Empower Dealer Success Team - Work from Home

Product Support \& Resolution Principal Ops Coordinator, Empower Dealer Success Team \- Work from Home **Job Description:** Due to the amazing growth and future projections of Navigator Platform, and the need to invest in world class service for our valuable dealer partners, we are looking to expand the footprint of Empower Dealer Success (EDS) operations. The associate will engage in dealer resolutions, Dealer Navigator support, call/chat, product support and billing. **Responsibilities:** * Execute E2E Billing support * Execute E2E Dealer Navigator and product support \- Call/Chat Center with inbound and outbound calls * Utilize all available resources and P\&P for executing effective onboarding and servicing across all case and task types * Establish and foster relationships with EDS vendors \- web hosts and inventory aggregators * Apply effective time management skills to manage daily workload * Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement * Respond promptly and professionally to internal and external customers and discern when to appropriately escalate * Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners * Responsible for continuous improvement of job knowledge by exercising active listening and engagement * Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction * Closely partner with product teams and provide Subject Matter Expert understanding and updates to the team and written documentation * Participate in special projects and ad hoc requests as needed **Job Level:** Principal Coordinator **Department Hours:** Monday \- Saturday 8am \- 7pm CST \& Sunday 11am \- 5pm CST (2 days off will be base on the business needs) **Basic Qualifications:** * High School Diploma, GED, or equivalent certification * At least 3 years of customer service or call center experience * At least 2 years of experience working in the financial industry * At least 1 year of experience using Google Sheets **Preferred Qualifications:** * At least 1 year of auto finance experience * At least 1 year of experience system activations, inventory management , or billing * At least 6 months of experience using JIRA or using Salesforce **Work from Home Technology Requirements** * Secure home office environment that is free from background noise and distractions * Reliable private internet connection that is not supplied via cellular data or hotspot is required + A private network that is password protected where you have ownership or line of site sight to every device on the network + Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) + Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interact