Roadster is launching a new product and service offering to its dealer partners in early 2021. In addition to licensing its industry-leading omnichannel commerce platform, Roadster will also provide an enhanced conversational commerce platform, including managed services, to help dealers communicate with their customers via chat, co-browse, video, and phone, with the goal of driving deeper shopping engagement and higher close rates. The Automotive Expert will serve as the primary conversational agent with consumers that begin a conversation through Express Store Live. The focus of the role is to provide a best-in-class conversational experience focused on answering consumer questions and providing high quality lead information to our Dealer Partners. This is a contract to hire position.
Responsibilities:
- Handle multiple inbound conversations simultaneously through the Express Store Live platform with a focus on personal connection.
- Follow processes and procedures to provide a consistent conversational Express Store Live experience to all consumers.
- Provide feedback to ESL leadership on development needs of the platform to assist with prioritizing the program roadmap.
- Collect consumer information to provide actionable details to our Dealer Partners for each consumer.
Measures of Success:
- Consumer satisfaction as measured through NPS and other surveys associated with the Express Store Live program
- Lead Rate as measured through Roadster Account Creation rate
- Response time as measured through the Express Store Live platform
- Quality as measured by Quality Assurance audits conducted by Chat Account Managers and ESL Leadership
Qualifications:
- 1-2 years of customer service, preferably with significant BDC or call center experience
- Required general knowledge of automotive retail transactions, including financing, leasing, service and protection plan offerings, and trade-in valuations
- Excellent communication, presentation, interpersonal and organizational skills
- Comfortable utilizing online tools, CRMs, and other software as a service (SaaS) products
- Strong problem solving skills and ability to objectively manage conflicting priorities
- Able to multitask in a frenetic environment without getting stressed out
- High level of accountability and ability to effectively prioritize tasks
- Customer first mentality
- Ability to self-manage workload and invest time in researching answers to both internal and external questions without a defined process
Benefits
Being a part of a fast-growing, young company in a rapidly changing industryA creative, fun, fast paced environment of passionate teammates