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Client Support Representative
Ref No.: 17-22178
Location: Atlanta, Georgia
Start Date: 12/19/2017
Job ID: 570651
Client: Cox Automotive
Position: Client Support Representative
Pay Rate: $18.50/hr. on W2.
location: 3003 Summit Blvd NE, Atlanta, GA 30319

Description:
The Co-op Service Specialist is the primary customer point-of-contact for Sales and Dealer customers' for all set-ups and issues related to all 3 Co-op levels of service. The Co-op Service Specialist provides end to end support for co-op: including new set-up, answering inbound calls, managing sales force cases, performing Co-op data entry, product troubleshooting, service issue resolution, review of graphics for quality alignment and website content and account information maintenance. This role is also responsible for educating our Dealer customers and salespeople about the Media Co-op products, processes, and systems.

KEY RESPONSIBLITIES:
1. Prioritize and manage multiple work items including but not limited to, DMD Rework cases, DMD New Contracts cases and co-op support cases to ensure timely follow-through and completion in accordance with business rules and ensuring that SLA's are met.
2. Provide troubleshooting and problem resolution for customers including billing inquires, Co-op reporting issues, banner display (graphic) issues, and Autotrader products and features.
3. Complete and upload monthly Dealer Co-op reporting process in BPM.
4. Identify root causes through probing questions and expert knowledge of Media organization, products/packages, process, and technology.
5. Provide web content production support and coordination – from content/asset review, editing, upload, testing approval, to publication for DMD graphics.
6. Proactively identify potential design problems or areas in need of improvement and recommend solutions
7. Function as a subject matter expert and provide knowledge sharing to clients about products, processes, and technology. Serve as a resource for training and new product testing.
8. Review and interpret co-op contract information that drives co-op documentation. Work directly with internal and external clients to ensure all information is accurate.
9. Quality check co-op documentation to ensure accuracy.