Customer Support Specialist

Job Description:

Job Title:  Customer Support Specialist

Location: Remote | USA
Reports to: Customer Support Team Lead

Employment Type: Full-time

This is an existing vacancy

About the Role:

In this role, you will manage and support a portfolio of dealer accounts, ensuring they derive maximum value from the company’s products and services. You will proactively monitor account performance, identify issues, and coordinate with cross-functional teams to deliver timely and effective solutions that drive customer satisfaction and retention.

You will also play a key role in program growth by increasing dealer engagement, enrollments, and overall participation. Success in this position requires strong organizational skills, with the ability to track and manage accounts, products, and issue resolution using tools such as Excel and Salesforce CRM.

You will drive dealer satisfaction, retention, and program growth by ensuring clients realize value from SmartDigital products. Through proactive account management, issue resolution, and strong communication, you will improve performance, increase engagement, and strengthen long-term customer.

The ideal Customer Support Agent will be responsible for supporting program operations, maintaining accurate records, and ensuring a high level of customer satisfaction through timely issue resolution and effective communication. 

In this role, you will:

• Ensure all enrollments, activations, cancellations, buy/sell activities, and program changes are accurately captured and processed. 
• Create, manage, and update Salesforce cases, ensuring all required information is documented for accurate reporting and resolution. 
• Monitor customer support tickets and escalations, providing timely follow-up and resolution while adhering to established service level expectations. 
• Maintain accurate customer, dealer, and program data to support clean reporting and operational efficiency. 
• Support data validation efforts by reviewing enrollments, activations, cancellations, and customer records for accuracy and completeness. 
• Assist with troubleshooting program connections and integrations, escalating issues when necessary. 
• Participate in assigned internal and external meetings, providing updates on open issues, enrollments, cancellations, and program performance. 
• Share critical information, updates, and process changes with team members to ensure alignment and consistency. 
• Collaborate with Partner Managers, Dealers, Vendors, Field Teams, and internal departments to support customer needs and program objectives. 
• Assist with data audits and reporting activities to ensure accurate program tracking and measurement. 
• Monitor inboxes, queues, and case assignments to ensure timely action on customer requests. 
• Maintain detailed records of customer interactions, resolutions, and follow-up activities. 
• Follow established processes and procedures while identifying opportunities for process improvements and increased efficiency. 
• Support customer onboarding activities, including activation tracking and coordination with applicable stakeholders. 

Required Qualifications:

• High School Diploma or equivalent
• Proven experience in customer support and success
• Background in the automotive digital space preferred
• Excellent verbal and written communication skills
• Hands-on experience with Salesforce CRM preferred
• Advanced proficiency in Excel and Microsoft Office tools
• Ability to work independently in a full-time, remote, work-from-home environment with a flexible schedule

Compensation and Benefits

This position has a starting salary range of $20.00-$21.00 per hour. The range represents what we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits. Benefits vary by country and employment status.

Why Join JD Power

JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. Operating across North America, Europe, and Australia, we help customers make better decisions and achieve better outcomes.

As a virtual-first company, we offer flexible work arrangements, opportunities for learning and development, and a culture centered on the Values that guide how we work every day.

·       We power our customers’ success. Everything we do is focused on helping customers make better decisions and achieve better outcomes.

·       We are innovative, collaborative, and grounded in data. We combine advanced analytics with human expertise to deliver insight that holds up in the real world.

·       We make things easy. We turn complexity into clarity so teams can act faster and with confidence.

·       We get it done. We focus on execution, accountability, and results.

·       We start with trust and prove it every day. Independence, integrity, and credibility are the foundation of our work.

Equal Opportunity & Accommodations

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

JD Power is committed to providing reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs under applicable local laws. Please contact careers@jdpower.com for accommodation request.

Data Privacy

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.  

Applications

Candidates must be legally authorized to work in the country where employment is offered. JD Power does not provide employment sponsorship for this position.

This position is posted exclusively on https://www.jdpower.com/business/careers and select trusted job boards such as LinkedIn or Indeed. All official communication comes from email addresses ending in @jdpower.com or @jdpa.com. We will never ask for payment, equipment purchases, or upfront fees. We may take additional steps to verify candidate information to protect the integrity of our recruitment process.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.