Customer Relations Specialist

ClevelandFull Timemid

Sales AssociateRetailCustomer Relations Specialist

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Quick Summary

Overview

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company,

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Sales AssociateRetailCustomer Relations Specialist

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Customer Relations Specialist (Client Relations Specialist) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire organizational staff to ensure the success of Portfolio’s clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

Proven experience within high-touch communication work environments
Demonstrated leadership abilities within environments that have consistent and competing deadlines
Strong track-record of resolving client/customer issues
Ability to enhance customer satisfaction
High level of empathy and emotional intelligence
Proactive and solution oriented
Strong organizational and time management skills
Exceptional verbal and written interpersonal communication skills

Schedule: Monday- Friday, 9:00am- 6:00pm EST

Hybrid Work Environment: Tuesday and Wednesday onsite at the Strongsville, OH office location

Monday, Thursday, Friday can be worked from home

To be the product knowledge expert in ALL environments that pertain to the role and responsibilities

Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client

Pre-fill all organizational and Vendor agreements

Place launch and regular supply orders in a timely manner

Responsible for inputting agreements in DocuSign and ensuring they are executed

Create and complete dealer checklists for new setups and changes

Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server

Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments

Work with agents and providers on retrieval and submission of required licensing paperwork

Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place

Work as a back-up to dispatch team

Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments

Take initiative to formally document relevant processes and updates on a regular basis

Responding in accordance with Key Performance Indicators (KPIs)

Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items

Provide assistance to all team members when needed

Assist in the response to incoming calls from agencies, providing problem resolution

Take ownership of changes and is personally responsible for managing change in an upbeat positive manner

Other Job Duties as assigned

High School diploma or equivalent
2+ years’ experience in an automotive sales or administration related environment
Preferred experience with a CRM Tool or Sales Force
Experience in call center environment utilizing a phone system
Preferred experience working with licensing requirements
Ability to review and verify binding agreements for accuracy
Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
Ability to learn and utilize proprietary software and navigate databases
Willingness to work beyond normal scheduled hours, as necessary
Excellent customer service skills
A strong sense of urgency and a desire to succeed
Strong analytical and problem-solving skills
Well-developed organizational skills and the ability to successfully manage multiple issues and demands
Extreme attention to detail and quality of service to the clients
Ability to keep up with high demands with a positive attitude.
Ability to think independently and provide useful and constructive feedback