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Implementation Specialist II

Cox Automotive


Location:
North Hills, NY
Date:
11/23/2017
2017-11-232017-12-23
Job Code:
1716324
Cox Automotive
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Job Details

Company Cox Automotive
Title: Implementation Specialist II
JobID: 1716324
Category: Business Operations
Industry: Cox Automotive
Job Type: Full-time

Description

Dealertrack, a Cox Automotive Brand, is currently looking for an Implementation Specialist II to join our team in North Hills, NY.

An Implementation Specialist's primary responsibilities are:

  • Implement product subscriptions on particular accounts
  • Perform product installations and training to applicable clientele
  • Ensure the dealers are satisfied with the product
  • Verify the account is being billed in a timely and efficient manner
  • Implementation Specialists will work directly with the Senior Implementation Specialists, Field Services, members of the Sales team and the F&I Implementation Management team. 

Other responsibilities for an Implementation Specialist is to be an understudy for Senior Implementation Specialists and other Implementation Specialists in order to provide assistance when needed.

This includes adherence to the service level agreements for installation, training, communication and monitoring of one's working queue.

An Implementation Specialist can also be asked to participate in various projects across the different Sales Solution product lines with the ultimate goal of this position being to build, maintain and improve the DealerTrack customer experience when a dealer purchases a product.

Your Role:

  • Manage the on-site and remote fulfillment, installation and training for signed contracts for all products   
  • Verify contract information to ensure all pertinent information has been completed properly
  • Call dealership to conduct welcome call and confirm receipt of contract, explain and set up installation and training of the product    
  • Schedule and complete the installation and training for the dealership – remotely
  • Communicate and complete reporting in SalesForce when the implementation is complete
  • Call dealership post-training for follow-up call  
  • Provide follow up training when necessary
  • Meet predefined service level agreements for installation and training of new contracts
  • Ensure contract billing is timely and accurate   
  • Interact, cross-functionally, with other teams to initiate a successful implementation  
  • Maintain currency of skills, keep abreast of new products and functionality as well as billing and contract processing enhancements
  • Participate in the career and performance development of the Implementation team when assigned by Sr/Regional Implementation Manager
  • Foster teamwork and innovative thinking
  • Meet and/or exceed daily monthly and quarterly goals
  • Communicate contract status to include; contracts received, training in queue, turnaround for installation, issues
  • Set service level expectations for each contract implementation tasks and oversee execution of expectation is met
  • Meet assigned performance goals for contract turnaround and installation
  • Follow process to ensure contract billing is timely and accurate
  • Implement changes to improve customer experience
  • Be proactive in creating new and innovative solutions to internal and external customer needs
  • Implement processes to ensure implementation challenges are addressed in a timely manner to ensure customer satisfaction with subscription product sales                                                                                        


Qualifications

  • Hands-on experience working directly with customers / dealers.
  • Demonstrated experience working closely with a sales team.
  • Proficiency in Microsoft Excel, Word and Salesforce.com is a must.
  • Strong organizational and administrative skills with attention to detail
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Minimum of 2 years of experience working in a customer-facing role (account management, customer service, sales, etc.)
  • Highly developed decision making and problem resolution skills.
  • Ability to identify and implement process efficiencies to meet service targets.
  • Excellent organizational, follow-up and time management skills with a strong attention to detail with ability to manage daily, weekly, monthly and quarterly customer activities.
  • Strong analytical, interpersonal and communication (written and verbal) skills demonstrated integrity, values, principles, work-ethic and organizational skills with the ability to manage different priorities.
  • Demonstrated ability to self-learn complex subject matter quickly and independently.
  • 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.
  • Excellent verbal and written communication skills as well as follow-up and prioritization skills with the ability to effectively interact with both internal and external customers.
  • A strong understanding of the auto business and how a dealership operates.
  • Background in auto sales, operations, DealerTrack and/or Salesforce.com a plus.
  • Bachelor's degree strongly preferred and or equivalent related Job experience.

About us:

 

Dealertrack, a Cox Automotive Brand, is building a connected suite of software solutions and services to help automotive dealers thrive in today's digital retailing environment. From digital marketing to credit applications and financing, our integrated approach is making buying, selling and shopping for a car more efficient and enjoyable for everyone involved.

 

COX-289



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®, Dealer.com®, 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 www.coxautoinc.com.



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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