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Dealer Support Representative/CSR in New Hope, MN at Accounting Now

Date Posted: 10/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    New Hope, MN
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    10/9/2018
  • Job ID:
    348262

Job Description

Dealer Support Representative/CSR

REQUIRED/MUST BE Bilingual in English and French Canadian!

Dealer Contact Ownership:

  • Listen to, demonstrate understanding of, and provide solutions to dealership staff who need support for a variety of products, processes and issues
  • Act as a resource for providing coaching and recommendations to a variety of dealership personnel to foster dealership productivity, profitability and outstanding customer service
  • Work with a sense of urgency for all contacts, understanding the impact that response time has to overall satisfaction and mitigation of potential issues. Set clear guidelines on follow-up and anticipated resolution for issues that require research
  • Demonstrate mastery of a multitude of internal systems, dealership resources and 3rd party providers to drive solutions
  • Tailor communication style to audience, understanding the priorities and concerns of dealership and internal staff that you interact with
  • Understand internal measurements and metrics for success, ensuring that each contact meets or exceeds those measurements and understand how they impact the dealer
  • Display forward thinking in how you propose solutions, focusing on long and short term objectives and definitions of success

Cross Functional

  • Act as a subject matter expert for a designated product line or business unit. Support other representatives within the Dealer Support team with associated questions or issues. Act as the voice of the dealer for your area of expertise, routing feedback from the field and providing council to appropriate decision makers
  • Facilitate problem solving, research, and dispute resolution between dealers, the Dealer Services team and internal departments
  • Participate in the resolution of escalations initiated that involve dealers our industry partners. Provide insight on solutions, note system limitations and demonstrate creative thinking to ultimately bring resolution

Required

  • Bachelor's degree or three years of related experience
  • Minimum of two years direct interface with consumer or dealers. Power sports or automotive dealership experience preferred.
  • Office clerical setting customer service
  • Strong desire to deliver industry-leading support and build strong relationships with dealer partners
  • Ability to maintain a positive attitude and treat each contact with professionalism and respect.
  • Supply accurate information on orders, policy, product, pricing, warranty claims, programs, and training via telephone and case management system
  • High level of curiosity and ability to grasp a wide variety of topics encompassing all aspects of the Polaris business.
  • Strong prioritization skills and attention to detail.
  • Excellent problem solving and conflict resolution skills required.
  • Ability to work well under pressure and manage stressful interactions.
  • Ability to ask questions, easily process information and translate that to action.
  • Excellent verbal and written skills, ability to understand audience and articulate thoughts and ideas.
  • Current knowledge of computer software and applications- Microsoft Outlook, Microsoft Office Suite of products, and Sharepoint.