Implementation Rep

Description

The essential responsibility of the Implementation ELT Associate is to ensure requests received for State Adds, Lender Address and Name Changes are received, managed and completed within requirements. This role is an entry point that could potentially move into the role of Implementation Specialist leading implementation for basic to complex TMS implementations. This role includes working collaboratively with internal stakeholders and cross-functional teams to manage and implement requests received via the Dealertrack ticketing system or a SharePoint site. This position will interface with Implementation Specialists, Strategic Account Managers, Operations, Sales and DMV’s focusing on proactive management, supporting customer request, driving client satisfaction for success.

Primary Duties and Responsibilities

  • Updating appropriate internal systems, follow thru, updating and closing requests received once completed
  • Act as central point of contact for the implementation team, including strategic account managers, clients, operations, technical staff, and other related or external staff as required
  • Complete all setup & configuration of scheduled client implementation per the documented configuration requirements and checklists
  • Complete all related validation as necessary to ensure client setup
  • Act as the lead in customer communication regarding client requests, addressing operational and technical issues as required
  • Work with internal departments, client services, operations and other business areas, ensuring that the customer expectations are identified, documented, communicated, and successfully completed
  • Acquire approval from key client contact(s) on the appropriate completion of requests based upon their expectations
  • Work with department staff to implement ongoing process improvements, specific to detailed processes
  • Act as backup support, when required, for other Implementation related activity exceeding customer expectations by instilling customer loyalty by delivering a consistent high standard of customer service
  • Quickly addresses customer concerns and escalations
  • Follows process to ensure problem resolution and support is timely and accurate

Qualifications

Required Education, Experience, Knowledge and skills

  • Strong data analytics, organizational, client relationship and communication skills
  • Proven track record of high quality client retention
  • Highly developed decision making and problem resolution skills
  • Ability to identify and implement process efficiencies to meet service targets
  • Proven commitment to customer satisfaction.
  • Excellent Microsoft Excel and data analytical skills
  • Proficiency in Microsoft Word
  • Associates degree or the equivalent experience required
  • Three to five (3-5) years of client relations experience or experience in building collaborative customer relationships

Organization: Cox Automotive

Primary Location: US-OH-Wilmington-3268 Progress Way

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing


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