Senior Business Services Specialist (Back Office)

Company

Cox Automotive - USA

Job Family Group

Business Operations

Job Profile

Sr Business Services Specialist

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Hourly base pay rate is $19.13 - $28.65/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

The Senior Business Services Specialist (Back Office) is responsible for performing and tracking planned dealer enrollment and setup activities relative to product implementation and related initiatives.   These initiatives include but are not limited to:  Registration and Titling Solutions product changes, RTS Wiki and online support access, new user and new client setups, as well as Dealertrack projects affecting the RTS client database.  This individual will be a point of contact for internal stakeholders for project statuses and basic information regarding user access.  They will also be responsible for weekly and monthly reporting for the RTS & AT Training groups utilizing all reporting tools within the RTS organization, Excel, Salesforce, DealerVoice, PowerBi, etc.

What You'll Do

• Ensure users have appropriate access to client-facing systems, including product solutions, the RTS Wiki and other online support portals such as Dealertrack’s Knowledge Base.

• Communicate with clients via phone or email in order to provide login information, gain enrollment compliance and assist clients with questions or concerns.

• Assist RTS Team Members with user and client database purification and reconciliation activities related to product changes to guarantee project scope and reporting accuracy.

• Collaborate productively with internal cross-functional workgroups on projects and initiatives related to duties, including marketing, sales, contract administrators and programming engineers as all efforts converge to affect clients and our client-facing Team Members. 

• Perform and record client centric activities in a timely manner using Salesforce.com by leveraging various prescribed features available in the tool to maintain a complete and current record of any Customer Relationship Management contact or involvement.

• Seek resolution to any client related or internal issues encountered to secure customer satisfaction or to make any recommendations for improvement of processes related to team, role and job functions.

• Assume accountability for meeting any deadlines, following through on needs or requests from internal or external customers through effective time management and prioritization, and consulting with the immediate manager as needed to handle conflicts.

• Prepare weekly and monthly training reports

• Serve as mentor to BS II members of the training team.

• Be responsible for contributing to the growth of the RTS business acting as described above.

Who You Are

Minimum

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience; or 7 years’ experience in a related field

• Proficiency in Microsoft Office suite, strong in Excel

• Proficiency with Salesforce

• Excellent verbal and written communication

• Excellent analytical abilities and problem-solving skills

Preferred

• 3+ years in a business enivornment with project coorindator and/or administration experience

• Experience in a client services role

• Experience working in a cross-functional environment

• Experience with Dealertrack software/tools

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month an