Supports dealer and retailer enrollment in brand programs by connecting social and search accounts through the Thumbstopper platform. Responds to retailer inquiries, resolves Salesforce support tickets within one business day, maintains retailer products, and conducts eligibility research for additional programs. The role requires phone, email, chat, and video support, strong communication and organization, customer relationship skills, and proficiency with Salesforce and Microsoft Office. Training is onsite, followed by a hybrid schedule option.
Job Summary
Responsible for supporting dealers/retailer enrollments into appropriate brand programs. This includes setup and connecting dealer Facebook, Instagram, LinkedIn and Google Business Profile pages within the Thumbstopper platform. In addition, the Product Specialist will be responsible for conducting research to determine if and when a dealer is eligible for any other brand programs.
Supervisory Responsibilities
None
Job Responsibilities
Retailer Success
- Assist in retailer account enrollment and connectivity to subscribed destinations.
- Connect retailers to search and social destinations via email and phone outreach.
- Ensure appropriate products are set and maintained at the retailer level.
- Respond to assigned retailer inquiries (support tickets) and work them to resolution.
- Complete tickets within 1 business day.
- Utilize Thumbstopper
- Utilize SalesForce
Key Performance Indicators:
- Activity
- Provide polite and professional support via phone, chat, email, video/screen share, to resolve any issues or answer questions regarding brand programs.
- Support Tickets
- Resolve and close support cases as they come into SalesForce. No case should remain open/new for more than 24 hours.
- Neverlink & Unlink Accounts
- Initiate calls and emails to connect or reconnect Dealer social pages
Daily Requirements
- Contribute a minimum of 40 working hours per week
- Standard hours 8:00am-5:00pm
- 9:00am-6:00pm time slot available as well
- Notify manager if tardiness will occur
- Attendance required in office – on all weekdays during training. After 90 days, Wednesdays is an optional work from home day.
- Participate in scheduled meeting(s) as required.
- Maintain collaborative team presence using Ticketing and Conversations in Salesforce, via Slack, and by actively participating in company meetings.
- Professional interaction with company departments including sales, technology, and executive management departments.
- Other duties as required.
- Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence
Required Skills
- Professional verbal and written communications skills.
- 2 year minimum in customer facing experience
- Proven ability to build and maintain relationships with clients.
- Detail oriented with excellent organizational skills
- Proficient with Microsoft Office Suite, SalesForce and other software solutions
Physical requirements
- Prolonged periods of sitting at a desk and working on a computer.
Education / Experience
- Bachelor Degree preferred but will consider High School diploma with additional experience.
- 1-3+ years of experience in customer service or similar role.
Equal Employment Opportunity Statement
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.
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