Position description:

Open Dealer Exchange (ODE), an affiliate of Reynolds and Reynolds, is looking for a Customer Support Specialist to join our team in Farmington Hills, Michigan. As a Customer Support Specialist, your main responsibility is to provide a resolution to our end users by diagnosing and finding solutions to their problem. As the face of the company, support will be provided by clearly communicating technical solutions in a user friendly, professional manner.

Responsibilities:

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Diagnose and resolve issues in a timely manner
• Document customer interactions in case management tool
• Identify and escalate issues to Level 2 support in a timely manner
• Monitor and maintain a case queue and work towards exceeding baseline metrics regarding open tickets, turnaround time and answer rate
• Monitor various system reports and provide resolution to issues as applicable
• Stay current with system information, changes, and updates
• Assist with customer setups as requested based on work demands
• Offer alternative solutions where appropriate with the objective of retaining the customers' business and identifying leads for the sales team
• Participate in rotating after hours support

Requirements:

• 1 to 3 years of experience working in a customer service environment
• High School diploma or equivalent in education and experience. Bachelor's degree preferred
• Proven ability to maintain focus and prioritize multiple demands
• Ability to work independently and as a team to accomplish tasks
• Strong client relationship skills
• Case management and CRM experience a plus
• Must be comfortable working in a performance based and structured environment while demonstrating high ethical standards
• Excellent communication skills both verbal and written
• Must be comfortable on the phone

High School diploma or equivalent in education and experience. Bachelor's degree preferred. Proven ability to maintain focus and prioritize multiple demands. Ability to work independently and as a team to accomplish tasks. Strong client relationship skills. Case management and CRM experience a plus. Must be comfortable working in a performance based and structured environment while demonstrating high ethical standards. Excellent communication skills both verbal and written. Must be comfortable on the phone. 1 to 3 years of experience working in a customer service environment

Reynolds and Reynolds is a leading provider of software, business forms, and professional services for automotive retailers. Reynolds offers sophisticated web technologies and the only Retail Management System for the automotive industry.