DealerOn

Customer Support

• Process and implement new product orders, including Signals, Apex, ADA, and Symphony
• Become the subject matter expert within DealerOn’s product suite
• Communicate internally and externally to implement products to completion
• Manage and process incoming case requests from clients or the live support team
• Ensure timely resolution and accurate documentation
• Identify and de-escalate challenging client or business relationships
• Participate in joint calls to ensure successful resolution and client satisfaction
• Collaborate with internal teams to improve processes and product functionality
• Manage new third-party business upon Leadership request
• Create training materials and process documentation for ancillary products
• Attend and conduct trainings related to product and feature updates
• Complete tasks from the Ready for Work queue before due dates
• Complete dealership-provided edits within DealerOn’s proprietary content management system
• Report to the Implementation Supervisor

Product Support Specialist

SEO Marketing

• Lead strategy and communications for SEO accounts
• Manage and collaborate on all work performed by SEO Specialists for the assigned book of business
• Take on special projects with SEO leadership, including process improvement, SEO product pilots, and strategic research
• Mentor and occasionally train non-Senior SEO Consultants on company processes, SEO best practices, and day-to-day questions
• Drive innovation in SEO services by sharing ideas, tracking industry changes, and testing and documenting strategy experiments
• Lead client communications and campaign strategy
• Perform quality control for campaign tasks, including optimizations, link building, review responses, blog posts, social media posts, reports, and client deliverables
• Work with SEO Specialists on account communications, optimizations, link building, review responses, blog posts, social media posts, reports, and client deliverables
• Run strategy and reporting calls for SEO clients and provide impactful campaign suggestions

Senior SEO Consultant

Web Designer

• Support Implementation and Client Support teams by completing website design changes requested by clients
• Implement web solutions using HTML5, CSS3, and JavaScript/jQuery within the company's bespoke content management system
• Complete tasks requiring graphic design and coding knowledge
• Work alongside other web designers and internal teams
• Stay informed about industry trends and incorporate modern techniques into projects and designs
• Balance work and due dates to complete tasks on time
• Ensure work quality meets the company's standards
• Adapt to process changes while maintaining a positive attitude

Junior Web Designer

• Manage a Customer Support Team delivering technical support to DealerOn customers, third-party vendors, automotive OEMs, and home or legal customers
• Improve KPIs and operational efficiencies using systems, tools, and data/analytical insights
• Communicate and implement customer KPIs and SLAs across cross-functional teams
• Improve tools and processes to make customer support delivery easier and more efficient
• Hold the team accountable to departmental performance metrics
• Build relationships with cross-functional departments to improve customer experience and business results
• Conduct performance evaluations and provide coaching and mentoring
• Maintain the team’s technical skills to support customer demand
• Keep the team informed about products, procedures, customer needs, and company issues
• Participate in interviewing and hiring new department employees
• Own and improve resolution of escalated customer issues and SLA quality concerns
• Anticipate customer needs related to websites and online marketing
• Manage complex customer issues by coordinating technical personnel, defining workplans and deadlines, and driving customer communications through resolution
• Act as subject matter expert and single point of contact for a specific OEM
• Address customer escalations and platform-wide incidents after hours or weekends

Product Support Specialist

Senior SEO Consultant

Junior Web Designer

Customer Support Manager