Customer Relations Specialist

The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Customer Relations Specialist (Client Relations Specialist) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire organizational staff to ensure the success of Portfolio’s clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

This position offers a hybrid work opportunity at Protective's Strongsville, OH office

Candidates with the ideal transferrable skills as listed below will be considered for interview:
Proven experience within high-touch communication work environments
Demonstrated leadership abilities within environments that have consistent and competing deadlines
Strong track-record of resolving client/customer issues
Ability to enhance customer satisfaction
High level of empathy and emotional intelligence
Proactive and solution oriented
Strong organizational and time management skills
Exceptional verbal and written interpersonal communication skills

Schedule: Monday- Friday, 9:00am- 6:00pm EST
Hybrid Work Environment: Tuesday and Wednesday onsite at the Strongsville, OH office location
Monday, Thursday, Friday can be worked from home

Essential Functions::
• To be the product knowledge expert in ALL environments that pertain to the role and responsibilities
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client
• Pre-fill all organizational and Vendor agreements
• Place launch and regular supply orders in a timely manner
• Responsible for inputting agreements in DocuSign and ensuring they are executed
• Create and complete dealer checklists for new setups and changes
• Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments
• Work with agents and providers on retrieval and submission of required licensing paperwork
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place
• Work as a back-up to dispatch team
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments
• Take initiative to formally document relevant processes and updates on a regular basis
• Responding in accordance with Key Performance Indicators (KPIs)
• Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items
• Provide assistance to all team members when needed
• Assist in the response to incoming calls from agencies, providing problem resolution
• Take ownership of changes and is personally responsible for managing change in an upbeat positive manner
• Other Job Duties as assigned

Education and Qualification Requirements::
• High School diploma or equivalent
• 2+ years’ experience in an automotive sales or administration related environment
• Preferred experience with a CRM Tool or Sales Force
• Experience in call center environment utilizing a phone system
• Preferred experiencing working with licensing requirements
• Ability to review and verify binding agreements for accuracy
• Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases
• Willingness to work beyond normal scheduled hours, as necessary
• Excellent customer service skills
• A strong sense of urgency and a desire to succeed
• Strong analytical and problem-solving skills
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands
• Extreme attention to detail and quality of service to the clients
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback

Preferred Requirements: :
• Self-motivator – Initiative-taker
• Solution minded
• Excellent communication skills, both verbal and written
• Driven by integrity
• Willingness to embrace change

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Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.