Client Services | Operations Support Associate

Dynatron Software•Richardson, TX

1d•$18 - $21•Remote

About The Position

The Operations Support Associate will work with automotive dealership Service Managers and other dealership personnel via phone and email on our proprietary reporting software, SugarCRM. This position will directly support, maintain, and develop accounts with high accuracy and timeliness to ensure Dynatron’s products and services help Dynatron achieve its mission.

Requirements

Professional verbal and written communication skills, the ability to type 30 wpm and be well organized
Strong working knowledge of Microsoft Windows and Microsoft Office applications with the ability to learn new software applications quickly and be comfortable working on diverse types of computer programs
Ability to multi-task with detail and goal-oriented work methodology
Analytical skills with knowledge of measurement processes
Ability to work independently and manage multiple tasks accurately in a fast-paced environment with minimal supervision
Strong customer service, verbal and written communication, and interpersonal skills
Ability to adapt to each individual call and handle customer calls efficiently and effectively

Nice To Haves

1-2 years dealership service department experience or automotive industry experience preferred, but not required

Responsibilities

Complete cases accurately, with clear communication, within the designated KPI time goals
Review and escalate issues with the correct supporting information
Complete assigned maintenance projects
Assist with completing projects by the given deadline as assigned by a Level 3 team member
Daily unassigned op code assignment
Develop in-depth understanding of the software products to understand their capabilities, features, and benefits to be able to support the technical needs and set proper expectations of the customers’ requests
Complete assigned tasks generated from Internal and External Customers with incoming requests, through phone, email, and SugarCRM, within specified goal times.
Complete all requests with high accuracy by gathering enough information using consultative questions to understand the requestors request.
Maintain effective task notes through excellent documentation and organization; executing all required/appropriate actions for requests to ensure they are completed in a timely manner.
Be first line of investigation for issues; document, research and resolve issues using all resources, or re-assign to appropriate person and follow up until resolved
Actively work to increase usage for all existing customers
Follow processes and instructions given verbally or through documentation
Other duties and special projects assigned or approved by Operations Support Manager