Summary:

A Tier 2 Dealer Operations Coordinator serves as the primary contact for our dealers in support of daily operational functions. This role is accountable for telephone, email, and occasionally in-person transactions between ADT and independent Authorized Dealers as well as interactions with our customers related to the Quality Assurance survey. You will provide support and assist dealers in the day-to-day functions of the funding process via a telephone call queue and email queue along with outbound contacts. You will also work as a liaison for address validation of potential customers.

Duties and Responsibilities:

Answer incoming email/phone calls on all information regarding the Authorized Dealer Program to include dealers, SSO (Sales & Service Office/Branch), Regional Directors, ADT Corp, and internal departments related to address validation. Accountable for research and resolution of all contracts initially declined for purchase. Assist with special projects as necessary. Maintain current knowledge of dealer activities and issues. Monitor activity for fraudulent or deceptive practices and report concerns to leadership for risk mitigation. Adhere to SLAs (Service Level Agreements) for responsiveness to internal and external customers. Meet quality assurance standards for excellence ensuring best in class support of our dealers. Audit customer accounts to review and update the information on new and existing customers. Review customer accounts to resolve outstanding funding blockers that can prevent the Authorized Dealer account from funding. Add, update, or reset users in Equifax for new and existing Dealers to allow them to run customer credits or review customer information. They will also add users within our Dealer Operations team. Review documentation received from our Authorized Dealers to resolve funding blockers, update customer information, update the address exception if documentation is acceptable, and provide feedback if Dealer can proceed with install for a customer account. Manually dial new customers and complete a welcome survey. Receive inbound calls from customers and Dealers to review and update information on new customer accounts. Manually dial new customers to review and update their original responses. Dealer Operations Tier 1 capability. Readiness for Dealer Operations Tier 3. Additional duties as assigned.

Skills and Competencies:

Proficient phone skills – ability to communicate effectively with customers and users on the telephone. This includes succinctly communicating relevant information, building rapport, providing great customer service, and appropriately adapting your tone and conversational style. Proficient knowledge of Microsoft Windows; type 35 wpm. Proficient skillsets: attention to detail, verbal and interpersonal skills with ability to communicate effectively with internal and external customers, peers, and management. Creative problem solver; proficient ability to analyze a situation and apply critical thinking to resolve issues. Advanced skillsets: customer orientation, identifying and prioritizing customer nees and recognizing constraints. Ability to work with minimal supervision. Ability to function within a team environment. Demonstrated independent judgment skills. Ability to multitask.

Minimum Qualifications:

Minimum high school diploma/GED or bachelor’s degree. Minimum of 2 years in a customer service role, or general business experience. Proficiency with Microsoft Office (Excel, Word, Outlook, etc.).
Pay and Benefits Disclosure:

The pay range for this role is $16.66-$27.76 an hour and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated application end date will be12/16/24.