Dealer Spike LLC

Customer Retention Specialist

• Retain customers and revenue through phone and email support
• Respond to customer inquiries and challenges
• Work with Production to move customers through the implementation process
• Work with Billing to answer customer inquiries about pricing
• Mark customers Cancelled or Saved in the system
• Organize and request credits/refunds when appropriate

Retention Specialist

Support Engineer

• Provide technical support to all customers using a ticket-based case tracking system and knowledge base
• Maintain, update, and implement changes to client websites
• Handle customer requests via chat, email, and inbound/outbound calls
• Solve customer problems in a reasonable time frame
• Provide education/coaching to customers and co-workers
• Participate in training sessions on new web technologies and product features
• Create content for the Dealer Spike Knowledge Base
• Work with peers and supervisors to resolve low-level escalations
• Deliver a technical support experience that delights customers

Retention Specialist

Technical Support Specialist III