Principal Ops Coordinator
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Job Description
Principal Ops Coordinator at Empower Dealer Success, focused on dealer resolutions and product support through effective onboarding and servicing. Engage with vendors and manage relationships for enhanced customer satisfaction.
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
Requirements:
- High School Diploma, GED, or equivalent certification
- At least 3 years of customer service or call center experience
- At least 1 year of experience using Google Suite products
- At least 2 years of experience working in the Financial Industry
- At least 1 year of auto finance experience (preferred)
- At least 1 year of experience in system activations, inventory management , or billing experience (preferred)
- At least 6 months of experience using JIRA or using Salesforce (preferred)
Benefits:
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Paid time off
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