Customer Relations Specialist

Description

At this time, a Customer Relations Specialist (Client Relations Specialist) is needed to 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 Portfolio 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.

*This position is a Hybrid Work Opportunity following training*

Will be required to report to the Farmers Branch, TX office.

(2) Available Schedules: 

• Monday - Friday: 9:00 am - 6:00 pm CST
• Monday - Friday: 9:30 am - 6:30 pm CST

Hybrid Schedule after Training: 

Work from Home: Monday and Friday. 

Work at our Farmers Branch, TX office: Tuesday, Wednesday, and Thursday.

Compensation: Starting Pay from $21.50 - $23.00 per hour, depending on the relative experience, background, and education requirements that we are seeking. Exceptional Benefits!

Essential Functions:

• To be the Portfolio product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Takes 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.
• Provides assistance to all team members when needed.
• 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 agreements when necessary.
• 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 documents and information; continued follow-up on missing information on a consistent schedule; maintaining consistent and accurate records and trackers on the server.
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments.
• Work with agents and providers on retrieval and submission of required licensing paperwork.
• Handle correspondence with the 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.
• Works as a back-up to the Client Relations Dispatcher.
• Maintain desk area by making sure that everything is organized, neat, and clean and that all files and paperwork with personally identifiable information is properly filed in accordance with WISP.
• Consistently works towards providing a wow customer experience in support of the company mission.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Other Job Duties as assigned.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Requirements

Required Education and Experience:

• High School diploma or equivalent.
• 2+ years' experience in an automotive sales or administration-related environment or one year's experience as a Dispatcher with Portfolio.
• Strong computer skills, including proficiency with Microsoft Office, Docusign, CRM Software, and internal software systems.
• 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 att