Empower Dealer Success Principal Ops Coordinator - Product Support & Billing

• Execute E2E Billing support
• Execute E2E Dealer Navigator and product support - Call/Chat Center with inbound and outbound calls
• Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
• Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
• Apply effective time management skills to manage daily workload
• Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement
• Respond promptly and professionally to internal and external customers and discern when to appropriately escalate
• Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
• Responsible for continuous improvement of job knowledge by exercising active listening and engagement
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Closely partner with product teams and provide Subject Matter Expert understanding and updates to the team and written documentation
• Participate in special projects and ad hoc requests as needed

• High School Diploma, GED, or equivalent certification
• At least 3 years of customer service or call center experience
• At least 1 year of experience using Google Suite products
• At least 2 years of experience working in the Financial Industry
• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of site sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider

• At least 1 year of auto finance experience
• At least 1 year of experience in system activations, inventory management, or billing experience
• At least 6 months of experience using JIRA or using Salesforce

comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being