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Dealer Support Specialist

Cox Automotive

North Hills, NY
Job Code:
Cox Automotive
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Job Details

Company Cox Automotive
Title: Dealer Support Specialist
JobID: 1719248
Category: Client and Customer Service
Industry: Cox Automotive
Job Type: Full-time


Dealertrack is currently looking for a Dealer Support Specialist with prior experience managing customers in an automotive dealership to join our team in the North Hills, NY office. 

The Job:
The essential responsibilities of the Dealer Support Specialist is to be an advocate for existing Dealertrack dealer customers by proactively contacting them to obtain feedback of their experience with our new platform.  Responsible for capturing key information to share with the product and upper management team.  Key data to capture includes, competitive data, functionality concerns, user experience, features requests and where needed training of the platform. Supported by the Sr. Manager and a Senior Dealer Support Specialist, the Dealer Outreach Specialist will ensure that the feedback is accurate and comprehensive. Client satisfaction and reporting accuracy are key metrics for success. 

The Dealer Support Specialist's main responsibility is to act as the liaison for information flow between Dealertrack and the customer to ensure our clients receive the maximum benefit from Dealertrack products and services.  Educates and assists customers to make it as easy as possible to do business with Dealertrack. 

Your Role:
  • Proactively obtain feedback on user experience.
  • Ask open ended questions to determine the root cause of any issues.
  • Address customer service issues immediately, and escalate when needed.
  • Document the results of the calls and provide comprehensive reporting on the details. 
  • Increase utilization of the Dealertrack next-generation F&I Solution and technology by providing additional training when necessary.
The individual will interface with Operations and Management team members, for product service, utilization, training, and new feature awareness.  Their focus will be on proactive, continuous improvement within and across functional organizations in support of the customer.  Effective remote management of their assigned accounts is a key requirement for this position.


Job Requirements:

  • Certificate/Associate Degree; College Degree - Preferred
  • Candidate with automotive sales or relevant sales experience is preferred.
  • Background in the implementation of standardized processes and setting goals based on meeting quotas and service level agreements.
  • Must be self-motivated with high personal integrity and positive attitude.
  • Motivated, self-starter with a high energy level and a strong desire to succeed.
  • Excellent organizational, follow-up and time management skills with a strong attention to detail.
  • Strong interpersonal and listening skills.  
  • Strong problem solving and decision-making skills, with the ability to follow-through independently and multi-task.
  • Demonstrated ability to remain flexible while responding quickly to changing priorities in a fast-paced environment.
  • A strong understanding of the auto business and how a dealership operates.
  • Microsoft Excel, Word and CRM knowledge/experience a must.
  • Excellent oral and written communication skills as well as follow-up and prioritization skills with the ability to effectively interact with both internal and external customers.

About Cox Automotive


Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit


Cox Enterprises and its subsidiary companies are Equal Opportunity employers - M/F/Vets/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Organization: Cox Automotive

Primary Location: US-NY-North Hills-3400 New Hyde Park Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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