Job Title:                    Agent & Dealer Support Specialist

Department:              Operations

Reports To:                Agent & Dealer Support Manager

 

TO APPLY:

  • Current Employees – Email Human Resources (HR@agwsinc.com) with your interest in applying for the posted position. You should concurrently communicate your interest to your direct reporting Manager.
  • External Referrals – The employee referring the candidate should email Human Resources with the resume and any additional information from the candidate.

 

Summary

This position will provide internal and external user training and customer service on company developed and supported computer applications and platforms. 

 

Required Education and Experience

  • High school diploma or General Education Degree (GED) required
  • 3+ years’ experience customer service or a combination of education and experience that would enable performance of the full scope of the position
  • Must be able to effectively divide and delegate responsibilities within team to balance workload
  • Proficiency with Internet browsers (Internet Explorer 8, 9 & 10, Firefox, Chrome), MS Office applications and Adobe Pro
  • Ability to maneuver through multiple systems within a Windows type environment
  • Proven experience improving productivity and implementing ideas
  • Strong mathematics proficiency
  • Must be able to work effectively under pressure in a fast paced environment

 

Preferred Education and Experience

  • Typing speed of 35 WPM or higher
  • Intermediate MS Excel skills
  • Automotive experience

 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

  • Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things
  • Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings as required
  • Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information
  • Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality
  • Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events
  • Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
  • Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

 

Essential Functions

  • Ongoing scheduling of training appointments and web demonstrations via calendar appointments with “GoToWebinar” and “JoinMe” online meeting software
  • Work with Agents and Dealers to accommodate unscheduled training and demonstrations
  • Provide training and demonstration to internal and external clients by request; in person, by phone or email
  • Follow up with users and agents as needed to confirm that training was completed as requested
  • Determine whether additional training is required
  • Create new and update current training documentation and videos as required
  • Follow standard departmental procedures such as logging of all training interactions to allow for tracking all open items
  • Stay current with system information, changes and updates
  • Provide feedback for the future development of products, user interfaces and software
  • Set up dealers & agents with proper electronic access
  • Provide technical assistance and support to internal and external clients for requests received in person, by phone or online
  • Research questions using available information and resources and advise user on appropriate action
  • Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource
  • Follow up with clients to endure issue resolution
  • Utilize Ticket Tracking system to address and track requests
  • Set up new users in DAP or Rater systems
  • Address batch imports and fulfillment requests
  • Handle integration requests and troubleshoot related concerns
  • Prepare status and activity reports of current project and tasks
  • Build, strengthen and maintain positive business relationships by establishing rapport with consumers and clients (agents, dealers and internal personnel)
  • Ensure customer service satisfaction both internally and externally
  • Provide timely feedback to the company regarding service failures or consumer concerns
  • Project a professional image in all settings
  • Perform special projects and other related duties as assigned

 

The duties listed above are not designed to cover or contain a comprehensive listing; they are intended only as illustrations of the various types of work that may be performed. The omission of specific duties, responsibilities and activities does not exclude them from the position; as they may change at any time with or without notice.

Contact Us

PO Box 768
Warrenville, IL 60555
(800) 579-2233 - Phone

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