Digital Support Specialist - fully remote

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

SUMMARY: The Digital Support Specialist acts as an inbound support contact and is responsible for assisting dealers and field personnel by providing guidance, solving issues, and ensuring a positive experience. They utilize their knowledge and skills to troubleshoot problems and offer solutions, often acting as the first point of contact between the OEM and its dealers. This fast-paced role requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

* Act as an inbound point of contact for all dealers across digital initiatives for sales and service.

* Handle a regular flow of incoming calls and emails and respond within designated timeframe.

* Maintain accurate records of all dealership interactions.

* Build relationships with dealers remotely via phone.

* Execute phone and email communications to dealers.

* Support dealers with issues and resolve vendor, billing, D2C2 questions.

* Support dealers with enrollment in program solutions.

* Support field personnel with general questions related to processes, team contact information, etc.

* Work with vendor partners to close outstanding cases.

* Assist in any additional ad hoc projects.

* Assist dealers with implementation of their digital marketing plans:

- Quarterback ongoing technical support requests

- Coordinate dealer website customizations

- Escalate key vendor issues for the dealer

* As requested, work with Brand/Aftersales teams to drive execution of divisional go-to-market strategies across key digital focus areas on a high-level basis:

- Website and digital advertising

- Consumer marketing

- Leads

- Service

- Digital signage

- Social/reputation management

- Other key digital services

* Expand dealer adoption and utilization of brand/aftersales digital programs.

* Accountability for key participation and performance KPIs.

* Increase dealer satisfaction with brand/aftersales digital initiatives and service providers.

* Ability to participate in flexible work coverage hours as needed.

* Ability to travel to quarterly in-office meetings and occasional metro Detroit area training events.

MINIMUM EDUCATION/EXPERIENCE REQUIRED:

* The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment.

* Excellent oral and written communication skills, this involves understanding the audience; getting the message across; presenting information effectively; and communicating openly.

* Self-motivated and able to thrive and multi-task in a fast-paced sales focused environment.

* Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal.

* Ability to build relationships, become a trusted advisor, and interact with all levels of dealership personnel.

* Ability to adapt to various levels of dealership digital expertise.

* Computer skills to develop, maintain, and analyze data.

PREFERRED QUALIFICATIONS:

* Bachelor's degree

* Relevant industry experience

* Dealership/automotive experience

* Digital retail experience and/or customer service experience

* Working knowledge of digital advertising and marketing (Websites, SEO, SEM, Social, Lead Management/CRM, consumer marketing, etc.)

* Knowledge of automotive digital vendor ecosystem

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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