Dealer Services Lead Specialist

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Dealer Services Lead Specialist

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $23.17 - $34.81/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

As a Dealer Services Lead Specialist, you will lead the development and implementation of comprehensive strategies to strengthen client connections and drive business growth. Your role involves mentoring and guiding team members, empowering them to build and maintain strong client relationships. Collaborating with cross-functional teams, you’ll align sales efforts with organizational goals, ensuring a cohesive and customer-centric approach to relationship management.

• Leads cross-functional collaboration efforts with outside sales teams, spearheading initiatives to optimize client experiences and achieve overarching sales goals through strategic alignment and synergy.
• Serves as the first point of escalation for client inquiries and concerns, demonstrating strong leadership, decision making skills, autonomous problem solving and ownership in resolving issues from start to finish to ensure optimal client outcomes.
• Collaborates closely with internal departments to streamline processes and enhance the overall client experience, positioning the organization as a trusted partner in meeting client needs.
• Serves as a sales agent for assigned VIP accounts with a high degree of complexity and/or volume at a physical site location, within a market center/region/nationwide engaging with clients to understand their specific business needs and challenges, providing consultative support and strategic recommendations tailored to improve sales performance. 
• Leverages positive client relationships to structure, negotiate and execute vehicle sales. Provides end-to-end support to VIP account holders, understanding their needs and challenges and taking ownership of potential issues.
• Assists less senior coworkers in the coordination of sale vehicle run processes, auction monitoring, and direct client communication. Serve as an escalation point and support role to ensure the smooth operation of auction lanes and processes for the entire department. Collaborate with internal teams and departments to facilitate efficient coordination of pre-sale processes, repairs, and recon shop enhancements.
• Utilize data from various software systems to contribute to optimizing efficiency and timely completion of tasks.
• Leads by identifying diverse scenarios for client tool utilization and shaping tailored guidance and training for colleagues.
• Serve as the first escalation point and subject matter expert (SME) for policy interpretation and guidance, both for less senior coworkers and clients. Ensure unparalleled client satisfaction through personalized coaching sessions, setting a standard of excellence for the team.
• Researches and presents vehicle valuation and sales trend data to leaders, enabling DSS to effectively facilitate successful transactions between buyers and sellers, driving sales closure.

Minimum Qualifications:

• 9 years of experience in a related field (e.g. Dealer Services Specialist, Auto Auction, Customer Service etc.); or a High school diploma/GED with 7 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline with 5 years of experience in a related field
• Working knowledge of PC software applications (i.e. MS Office, Excel, Outlook)
• Proven ability to work independently with minimal direction and oversight
• Ability to effectively communicate and prioritize workload and handle multiple tasks while producing quality results
• Demonstrates attention to detail and ability to quickly adapt and learn new processes or duties and train other team members while being accountable, managing conflict positively, while driving results.
• Must possess a strong work ethic, ability to multi-task, and enjoy a fast paced, detail-oriented environment.
• Ability to sit for longer periods of time to complete repetitive tasks
• Ability to work a flexible schedule, where there is an assigned st