1+ months

Client Account Title Specialist - Northern Region

Cox Automotive
San Francisco, CA 94102
*Primary Location: *353 Sacramento St, San Francisco, CA, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202100722
*$2,500 Sign-On Bonus after completion of 90 days with Dealertrack for offers of employment through 5/31.*

The *Client Account & Title Specialist* will be a highly visible and front line, client facing, on-site extension of Dealertrack. They will perform account management, service and end-to-end registration and titling administration duties, analysis on clients utilization of Dealertrack services, and will be located at a dealer client site.

The role will be instrumental in ensuring successful launches for new clients will arrange meetings with key stakeholders at client accounts for which they are responsible and ensure pro-active account visits and other contact is performed at regular timeframes as appropriate for each group. This individual will also be responsible for ensuring all client contacts are kept apprised of product developments and any changes in DMV rules and regulations affecting them, consult with account personnel and recommend process changes that will enable client to maintain compliance with state DMV rules and regulations.

This individual will also work with the Client Training Team to provide exemplary Customer Service to both internal and external Clients. The Client Account & Title Specialist may act as a trainer for specific functionality within Dealertrack systems, support team members with more challenging support situations, monitor escalation queues and act as the main liaison between Client Services and the dealership or client. They are also responsible for providing "front-line" support where necessary.

*Your role: *

* The team member must be able to communicate technical information to users in non-technical, clear terms, develop, produce and distribute documentation, forms; develop, evaluate and staff and provide follow-up support and further training assessment to users.

* This position ensures the accurate and efficient processing of vehicle titles for a dealer client by verifying title information is correct, maintaining knowledge of current laws regarding vehicle titles, and interacting with customers and regulatory agencies to resolve title issues.

* Position requires strong customer facing & relationship management skills, along with subject matter expertise in vehicle registration and titling and client services.

* Collaborate productively with internal cross-functional workgroups on projects and initiatives related to duties, including marketing, sales, contract administrators and programming engineers as all efforts converge to affect clients and our client-facing Team Members.

* Seek resolution to any client related issues encountered to secure customer satisfaction or to make any recommendations for improvement of processes related to team, role and job functions. This includes addressing immediate concerns with individual responsibilities and/or team member performance, facilitation process flow continuity planning ensuring a smooth hand off between client responsibilities and Dealertrack responsibilities, and relaying client product enhancement needs to the Operations Support Specialist team for prioritization and resolution.

* Assume accountability for meeting SLAs deadlines, following through on needs or requests from internal or external customers through effective time management and prioritization, consulting with immediate manager as needed to handle conflicts.

* Ensure all users in assigned accounts have appropriate access to client-facing systems, including product solutions, the RTS Wiki and other online support portals such as Dealertracks Knowledge Base.

* Communicate with executive and employee-level individuals as appropriate for each client or group assigned. Communication can be via phone or email in order to schedule regular meetings, follow up on issues, provide login information, gain compliance with any RTS or DMV/BMV requirements such as license or bond expirations, and generally assisting clients with questions or concerns.

* Perform and record client centric activities in a timely manner and by leveraging various prescribed features available in the tool to maintain a complete and current record of any Customer Relationship Management contact or involvement.

* Ensure internal and external stakeholders are kept apprised of any activity performed for a significant purpose, statuses and resolution of any issues or concerns, and any other follow up as requested using Outlook or other communication.

* Examine documents submitted by customers for motor vehicle titles and registrations.

* Review transactions submitted electronically to ensure the transaction is complete

* Complete paperwork to process title and registration transactions.

* Receive payments, including tax payments, from customers for vehicle registration and titling transactions.

* Verify information on documents, including but not limited to, taxes and fees, license plate, lienholder information, owners information and mileage.

* Provide assistance to clients by responding to emails and return phone calls from Clients and Client Services

* Research complex issues and provide recommendations to leadership for resolution including title issues.

* Resolve issues with customers, as they are presented either upon discovery or in response to a customer call.

* Work exception queues identified by the system.

* Update & validate exception title in the system.

* Request funds to pay state fees.

* Resolve exceptions by completing documentation, submitting to the State, and/or working with the customers.

* Complete title validation.

* Monitor aging of titles.

* Retrieve new title docs sent by state.

* Record costs of fixing title.

* Provide accurate and friendly service to dealer clients and interact with other client dealer departments, as necessary.

* Provide client support and technical resolution via email, phone, and other electronic communications.

* Troubleshoot and resolve all product-specific technical (hardware/software) problems.

* Verify proper installation and configuration of software.

* Answer policy and procedural questions.

* Provide training to clients in the use of system and applications.

* Other duties as assigned

Qualifications: *Minimum requirements: *

* Highschool Diploma or GED required

* 5+ years Account Management, Auction/Automobile industry experience and Technical Client Service experience, or the equivalent DMV or Automotive experience highly desirable.

* Must be able to handle multiple, competing priorities and deliver results in a fast-paced environment

* Strong problem-solving skills and the ability to exercise sound judgment

* Excellent communication skills (verbal and written), with strong interpersonal skills and strong attention to detail is essential

* Strong computer skills and proficiency in MS Outlook, Word, Excel, Adobe, Visio and the Internet

* Proven ability to organize and prioritize daily work and complete projects with limited supervision

* Have requisite skills to support the specialty area to which the individual is assigned

* 100% Travel Required

*What we look for (preferred):*

* Experience working with large, high-profile clients desirable

Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


Posted: 2021-02-22 Expires: 2021-05-09

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Client Account Title Specialist - Northern Region

Cox Automotive
San Francisco, CA 94102

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