Base [Salary Range]:Â $20.20 - $22.84hr
Location: RemoteÂ
This position is also eligible for bonus in accordance with the terms of the Autosoft plan.
Pay Transparency:
Please note that the quotes pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
About Us:
Autosoft,Inc. (www.autosoftdms.com) is a Dealership Management System (DMS) software company we bring opportunity and innovation to automotive retailers, everywhere. At Autosoft, our mission is to deliver products and services that make automotive retailers more productive and successful. We empower our employees to be Ambitious, Collaborative, and Passionate . We build community by caring for each other and prioritizing organic human connection. All these behaviors are important for us to succeed. Our Culture Code drives us to be high-performing team with a shared mindset of high expectations and peak experiences that promote success, growth, and development.
Who You Are:
The Customer Support Representative is responsible for providing comprehensive assistance to Autosoft DMS users, ensuring they can effectively navigate and utilize the software to meet their needs. The Representative is a customer-centric professional that delivers exceptional service by engaging with customers in detailed explanations of core system functionality, troubleshooting software and hardware issues, and ensuring their inquiries are address efficiently and effectively. This role proactively identified opportunities to enhance the customer experience by recommending additional services and products tailored to their needs. In a call center environment, the Representative serves as a positive ambassador for Autosoft, consistently delivering exceptional service and reinforcing Autosoft’s reputation. This position reports to the department supervisor and is also responsible for contributing to daily departmental tasks.Â
What You'll Do:
- Answer incoming support calls, emails or chats from automotive dealerships in a high call volume call centerÂ
- Respond to users' inquiries regarding DMS software operation to resolve problemsÂ
- Assist users in the proper use of software applicationsÂ
- Assist customers with printer installationÂ
- Communicate effectively with customers both written and verballyÂ
- Maintain an organized and up-to-date queue of customer inquiries and support casesÂ
- Continuous review and follow up on all open casesÂ
- All issues are addressed promptly and resolved in the shortest time possibleÂ
- Serve as the single point of ownership for dealership software related issuesÂ
- Interact with customers and vendors to ensure the highest level of customer satisfactionÂ
- Accurately document and update client issues within company CRM softwareÂ
- All cases should be clear, concise and should be easily understood by anyone at AutosoftÂ
- Maintain composure in stressful, unexpected circumstances with the ability to be a calming or a settling influenceÂ
- Collaborate with co-workers, management and other respective departments in a team environmentÂ
- Provides immediate reporting on software defects or extenuating circumstances to our software development team to ensure that issues are addressed in a timely mannerÂ
- Continually train on new system functionality, additional modules, and new areas of expertise as identified by Autosoft leadershipÂ
- Identify and present opportunities for additional products and servicesÂ
- Provide knowledge-base documentation to customers to promote self-serviceÂ
- Carefully review correspondence from company and leadership throughout each dayÂ
- Schedule expectations include availability for some evening shifts, Saturdays, and holiday hoursÂ
- Perform any other duties needed to help drive our Vision, fulfill our Mission, and abide by our ValuesÂ
Required Skills / Abilities:
- Excellent verbal and written communicationÂ
- Outstanding interpersonal and customer service skillsÂ
- Ability to recognize customer needs and match them with products and servicesÂ
- Superior organization and attention to detailÂ
- High-level of time management with a proven ability to meet deadlinesÂ
- Proven experience and ability to learn and master technical softwareÂ
- Strong analytical and problem-solving skillsÂ
- Competency to prioritize tasks and to delegate them when appropriateÂ
- Aptitude to function well in a fast-paced and dynamic environmentÂ
- Proficient with Microsoft Office SuiteÂ
Preferred Skills / Abilities (Nice-to-haves):
- Proficient with Salesforce and Call Center SoftwareÂ
Education and Experience:Â
- High school diploma or equivalent.Â
- At least two years related experience preferredÂ
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
What you'll love about us:
- Great Company Culture- We’ve been recognized by multiple organizations like “Best Places to Work in PA” for our great workplace culture for 7 consecutive years and Cigna for workplace wellness for 4 consecutive years.
- Rest and Relaxation-Â Flexible Time Off, the flexibility to take time off as needed while aligning with business demands and maintain a healthy work-life balance.
- Health Benefits- Medical, dental, & vision insurance with plan options to fit employees’ unique needs, including a 100% company-paid medical option.
- Prepare for the Future- 401(k) with a generous company match.
- Work/Life Balance- Flexible schedules, Parental Leave, Paid Caregiver Leave, Volunteer Time Off, Wellness initiatives.
- Pets are Family Too- Pet insurance for your furry family members.
- Continuous Learning- We encourage growth and curious minds by providing Tuition Reimbursement for our employees.
Autosoft provides equal employment opportunities (EEO) to all employees and applicants for employment with regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Autosoft hires the best qualified candidate for the job, without regard to protected characteristics.
Note: The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. If you think you are a strong fit for the role, apply and let’s have a conversation.