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Product Specialist

ThumbStopper LLC
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Product Specialist

Job Summary

Responsible for supporting dealers/retailer enrollments into appropriate brand programs. This includes setup and connecting dealer Facebook, Instagram, LinkedIn and Google Business Profile pages within the Thumbstopper platform. In addition, the Product Specialist will be responsible for conducting research to determine if and when a dealer is eligible for any other brand programs. 

 

Supervisory Responsibilities

None

 

Job Responsibilities

Retailer Success

  • Assist in retailer account enrollment and connectivity to subscribed destinations.   
  • Connect retailers to search and social destinations via email and phone outreach.
  • Ensure appropriate products are set and maintained at the retailer level.
  • Respond to assigned retailer inquiries (support tickets) and work them to resolution.
    • Complete tickets within 1 business day. 
    • Utilize Thumbstopper
    • Utilize SalesForce

Key Performance Indicators:

  • Activity
    • Provide polite and professional support via phone, chat, email, video/screen share, to resolve any issues or answer questions regarding brand programs. 
  • Support Tickets
    • Resolve and close support cases as they come into SalesForce. No case should remain open/new for more than 24 hours. 
  • Neverlink & Unlink Accounts
    • Initiate calls and emails to connect or reconnect Dealer social pages

 

 

Daily Requirements

  • Contribute a minimum of 40 working hours per week
    • Standard hours 8:00am-5:00pm
      • 9:00am-6:00pm time slot available as well
    • Notify manager if tardiness will occur 
    • Attendance required in office – on all weekdays during training. After 90 days, Wednesdays is an optional work from home day.
  • Participate in scheduled meeting(s) as required.
  • Maintain collaborative team presence using Ticketing and Conversations in Salesforce, via Slack, and by actively participating in company meetings.
  • Professional interaction with company departments including sales, technology, and executive management departments.
  • Other duties as required.

 

Required Skills 

  • Professional verbal and written communications skills.
  • 2 year minimum in customer facing experience
    • Proven ability to build and maintain relationships with clients.
  • Detail oriented with excellent organizational skills
  • Proficient with Microsoft Office Suite, SalesForce and other software solutions

 

Physical requirements

  • Prolonged periods of sitting at a desk and working on a computer.

 

Education / Experience

  • Bachelor Degree preferred but will consider High School diploma with additional experience. 
  • 1-3+ years of experience in customer service or similar role.