Sales Support Specialist
Company
AutoPayPlus by US Equity Advantage
We are seeking a customer-oriented service representative to join our Sales Support team. Must be detail oriented and able to provide service information and account support to resolve any issues that our members/partners might have with their accounts. Position will also back-up Director Agent and Dealer Support Team.
At AutoPayPlus, every employee is respected, valued and an integral part of our success or failure. As a performance-based company, every employee has a direct impact on their own personal compensation and Company profitability. Participate in a robust incentive program, to earn more as you assist our customers in reaching financial freedom!
Responsibilities
Customer Responsibilities
- Commit to a 100% customer satisfaction service goal. Ensure excellent service standards and maintain high customer satisfaction.
- Effectively manage incoming calls and make outbound follow up calls for both customers and partners.
- Identify and assess customers’ needs and provide customer-oriented solutions
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle issues, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
- Work closely with other business units.
- May be required to handle other tasks as assigned, all of which must be completed with a high standard of professionalism and accuracy.
Partner Responsibilities
- Responsible for handling and distributing Dealer Services cases and works closely with departments involved.
- Assists with onboarding any new Dealers and Agents by entering in Creatio and notifying responsible party to complete documents necessary.
- Supports outside Sales Team with any requests.
- Updates and maintains CRM for existing Accounts and Contacts.
- Back-up for the Director Agent and Dealer Support for the following:
- Commission calculations and payouts
- Calculating and paying QuickStart commissions
- Calculating and paying Quarterly Rewards
- Fill-in for Dealer Relationship Managers (DRM) as needed and provide phone backup.
Minimum Requirements
- An associate degree or 5+ years of customer service experience a plus
- A basic understanding of loan types and servicing or willingness to learn
- Bilingual in English and Spanish a plus
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Experience with CRM and phone systems
- Ability to adapt/respond to different types of customer and dealer personnel
- Excellent verbal and written communications
- Solid attendance record
- Be a conscientious and reliable team player
- Ability to multi-task, prioritize, and manage time effectively
