Transitions Specialist

Job Summary

Under the direction of the Transition Account Manager, the Transition Specialist is responsible for overseeing the transition of dealer’s post conversion. The Transition Specialist will build strong relationships with dealers during the conversion to ensure a smooth transition to the dealer care team. They will ensure the new dealer(s) daily needs are met while they are in the conversion stage. They will also assist in the building and maintenance of the knowledge base for the dealer services team.

Essential Job Functions

• Excellent communication and public relations skills
• Ability to work well under pressure for extended periods of time.
• Attention to detail/focus/follow through.
• Strong ability to use a personal computer and telephonic systems and related software applications.
• Ability to solve procedural and technical problems proactively.
• Ensure that service meets quality thresholds of acceptability in safety and security for our customers and dealers. Ability to assist in maintaining consistent and high levels of inbound/outbound calls, customer satisfaction and performance ratings as defined by management.
• Maintain professionalism, security, and integrity to ourselves, co-workers, and customers.
  
  

Responsibilities / Duties / Tasks

• Will ensure that new dealers remain efficient and are still following the procedures outlined within the schedule A during the conversion stage.
• Maintains a professional business relationship with dealers after a conversion.
• Provide excellent customer service always and via all means
• Assist with projects as required
• Provide necessary assistance to other AvantGuard personnel to establish and maintain efficient office procedures, practices, and routines, performing administrative work, and running reports
• Work with other team members to find a solution to needs and problems
• Learn, create, and maintain standard action plans that meet AvantGuard’s standard operating procedures
• Understand and show knowledge of Stages
• Build and maintain a knowledge database for the dealer services team.
• Problem solves with team members to ensure signal processing is correct, even in unique circumstances.
• Proactively identify areas that require process improvement
• Communicate new trainings or changes to procedures as needed
• Respond promptly to action plan and procedural requests and questions
• Maintain individual KPI’s
  
  

Job Qualifications / Skill Requirements

• Maintain a consistent and predictable schedule & work 40 hrs/week
• Be available to work holidays and weekends as needed
• No disciplinary action past a verbal warning
• High School diploma or equivalent experience required
• Minimum of 2 years prior experience in Dealer Services or telecommunication processes
• Proficiency with Microsoft Office/Google Products
• Must be able to read and speak clearly in English
• Strong interpersonal skills
• Ability to work cohesively within a team environment
• Self-manage with minimal supervision
• Create and manage project workflows and communications
• Solve problems effectively