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Form of workJob Description
The Customer Support Representative is responsible for offering the highest level of customer service while also delivering the successful training and support of the DX1 solution which includes Operations (Major Units, Parts, Service and Accounting) and Marketing (Web site, Lead Management and Social Media functions). *Note: Applicants should reside within Norfolk, VA; Chesapeake, VA; Virginia Beach, VA; Suffolk, VA; Portsmouth, VA; Hampton, VA; Newport News, VA or surrounding areas within a reasonable commute to the campus office location in Norfolk, VA.*
Under general supervision, in an inbound customer contact center environment, Support Representatives will provide problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions could include resolving username and password problems, verifying proper set up, assisting with navigating around application menus and troubleshooting issues. Support will be provided by clearly communicating solutions in a user-friendly, professional manner.
Group/Team Description: The Support Representative is a key member of the Support Team that includes setup, training, data migration, and dealership support.
Working relationships:
- Implementation Leads
- Sales Team
- Account Managers
- Data Migration Team
- Product Development Team
Communication responsibilities: The Support Representative is a key point of contact for customers once they are live on the DX1 platform. They are also responsible for following up with customers to ensure use and answer any inquiries that may arise.
Major Responsibilities:
- Effectively handle chats, emails, and phone calls from customers and answering inquiries by clarifying desired information; researching, locating and providing information.
- Help customers by providing answers to questions about the DX1 DMS application.
- Share information with other team members on how problems or issues were resolved.
- Post relevant information in a knowledge database.
- Maintain constructive relationships with customers and bring to the attention of the management team any recurrent issues/inquiries.
- Provide remote phone based training on the DX1 DMS application.
- Follow up with customers to ensure DMS usage as well as provide additional customer assistance.
Experience required:
- 2 years of work experience in a software support environment preferred
- These positions are remote Monday's and Friday's and in the office Tuesday - Thursday. Also each representative works 1 Saturday every 4-6 weeks or so. On the weeks where a Saturday is worked, they take Monday off as a replacement for working Saturday. Please ensure prior to applying you are available for this work schedule which may be adjusted in the future to meet customer requests.
- Minimum typing speed of 40wpm-a typing test may be administered at the hiring management teams discretion.
- Willingness and ability to quickly learn new technologies.
- Must have a passion for providing excellent Customer Support as well as very good verbal and written communication skills.
- Must be organized and be able to multitask and work in a fast-paced environment with minimal supervision.
- Must be a team player; be highly motivated, self-starting and committed to achieving results.
- Must have a strong sense of ownership and follow-through to resolution.
- Customer phone support experience
- Minimum 2 years of DMS (Dealer Management) specific experience and training A PLUS
- Dealership knowledge A PLUS
- Quickbooks/Accounting experience A PLUS
- Other website or social media training A PLUS
What We Offer:
- Competitive compensation
- Medical, Dental, Vision, flexible spending account. Coverage starts on the first day of the following month, after 30 days of employment
- 401k, matching up to 4%
- Paid vacation, company holidays and sick leave
- Corporate discount opportunities
About DE
Dominion Enterprises (DE) is a privately held digital marketing, data services, and software services conglomerate offering client solutions through specific business units in several verticals including automotive, hospitality, franchise, real estate, advertising, and powersports. Our customers rely on our B2B products and services through Data One Software, DMS Vue, Activator, Dealer Specialties, Cross Sell, Alliant, DX1, Travel Media Group and Franchise Ventures business units. Headquartered in Norfolk, Virginia, approximately 1,000 employees work nationwide. We are proud of the collaborative, innovative, team-oriented work environments, excellent career enrichment opportunities, community service opportunities, competitive earnings, and comprehensive benefits package which includes a generous 401(k) plan. DE is an equal opportunity employer and supports a diverse workforce. DE is a drug-testing employer.
