[Hiring] Customer Support Specialist @J.D. Power

Role Description

In this role, you will manage and support a portfolio of dealer accounts, ensuring they derive maximum value from the company’s products and services. You will proactively monitor account performance, identify issues, and coordinate with cross-functional teams to deliver timely and effective solutions that drive customer satisfaction and retention.

You will also play a key role in program growth by increasing dealer engagement, enrollments, and overall participation. Success in this position requires strong organizational skills, with the ability to track and manage accounts, products, and issue resolution using tools such as Excel and Salesforce CRM.

You will drive dealer satisfaction, retention, and program growth by ensuring clients realize value from SmartDigital products. Through proactive account management, issue resolution, and strong communication, you will improve performance, increase engagement, and strengthen long-term customer relationships.

The ideal Customer Support Agent will be responsible for supporting program operations, maintaining accurate records, and ensuring a high level of customer satisfaction through timely issue resolution and effective communication.

• Ensure all enrollments, activations, cancellations, buy/sell activities, and program changes are accurately captured and processed.
• Create, manage, and update Salesforce cases, ensuring all required information is documented for accurate reporting and resolution.
• Monitor customer support tickets and escalations, providing timely follow-up and resolution while adhering to established service level expectations.
• Maintain accurate customer, dealer, and program data to support clean reporting and operational efficiency.
• Support data validation efforts by reviewing enrollments, activations, cancellations, and customer records for accuracy and completeness.
• Assist with troubleshooting program connections and integrations, escalating issues when necessary.
• Participate in assigned internal and external meetings, providing updates on open issues, enrollments, cancellations, and program performance.
• Share critical information, updates, and process changes with team members to ensure alignment and consistency.
• Collaborate with Partner Managers, Dealers, Vendors, Field Teams, and internal departments to support customer needs and program objectives.
• Assist with data audits and reporting activities to ensure accurate program tracking and measurement.
• Monitor inboxes, queues, and case assignments to ensure timely action on customer requests.
• Maintain detailed records of customer interactions, resolutions, and follow-up activities.
• Follow established processes and procedures while identifying opportunities for process improvements and increased efficiency.
• Support customer onboarding activities, including activation tracking and coordination with applicable stakeholders.

Qualifications

• High School Diploma or equivalent
• Proven experience in customer support and success
• Background in the automotive digital space preferred
• Excellent verbal and written communication skills
• Hands-on experience with Salesforce CRM preferred
• Advanced proficiency in Excel and Microsoft Office tools
• Ability to work independently in a full-time, remote, work-from-home environment with a flexible schedule

Requirements

• This position has a starting salary range of $20.00-$21.00 per hour.
• Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits.

Benefits

• Flexible work arrangements
• Opportunities for learning and development
• A culture centered on the Values that guide how we work every day