Position Summary
Procarma is seeking an organized, detail-oriented Administrator to support dealership clients, internal operations, customer account management, and program administration. This position plays a critical role in ensuring the accuracy of customer data, dealership support, policy administration, reporting, and client satisfaction.
The ideal candidate is proactive, accountable, technology-savvy, and capable of managing multiple priorities in a fast-paced environment.
Primary Responsibilities
Customer & Dealership Support
- Respond to dealership and customer inquiries via phone, email, chat, and support tickets.
- Assist customers with maintenance program questions, coverage inquiries, app access, and account issues.
- Resolve support tickets accurately and professionally.
- Escalate complex issues to management when necessary.
- Maintain positive relationships with dealership personnel.
Program Administration
- Process maintenance program enrollments.
- Manage policy updates and corrections.
- Process cancellations, transfers, and account modifications.
- Verify customer eligibility and contract information.
- Ensure all program data is entered accurately.
Data Management
- Review incoming dealership data feeds.
- Identify and correct discrepancies.
- Maintain accurate customer records.
- Audit data for completeness and compliance.
- Generate reports as requested.
App & Technology Support
- Assist dealerships with app onboarding and setup.
- Manage dealership specials and promotional content.
- Coordinate push notification campaigns.
- Troubleshoot customer login and account access issues.
- Monitor platform activity and report concerns.
Client Onboarding
- Coordinate new dealership implementations.
- Collect required onboarding documentation.
- Verify system setup requirements.
- Schedule training sessions.
- Support successful platform launches.
Teamwork
- Collaborate with support, accounting, development, and leadership teams.
- Participate in team meetings and training.
- Contribute ideas for process improvements.
Launch Support & Training
The Administrator may be required to travel periodically to dealership locations throughout the United States to support new client launches, onboarding initiatives, training events, conferences, and operational meetings.
Responsibilities may include:
- Assisting with dealership onboarding and implementation activities.
- Conducting in-person training sessions for dealership personnel.
- Supporting launch events and go-live activities.
- Assisting with installation and setup of Procarma technology solutions, including mobile applications, kiosks, loyalty programs, maintenance programs, and related services.
- Representing Procarma professionally during dealership visits and industry events.
- Gathering feedback from dealership personnel and communicating recommendations to leadership.
- Assisting sales and account management teams with client support during launch periods.
- Identifying operational improvements and training opportunities while onsite.
Travel Expectations
- Position may require travel up to 25% of the time, depending on client launch schedules and business needs.
- Travel may include overnight stays, weekend travel, and occasional extended assignments.
- Employee must possess and maintain a valid driver's license and be eligible to travel within the Continental United States.
- All approved business travel expenses will be reimbursed in accordance with company travel policies.
- Employee is expected to maintain a professional appearance and conduct themselves as a representative of Procarma at all times while traveling on company business.
Additional Performance Expectations
Training & Launch Excellence
- Successfully support dealership launches with minimal implementation issues.
- Ensure dealership personnel are properly trained and equipped to utilize Procarma products and services.
- Deliver professional presentations and training sessions both virtually and in person.
- Maintain positive relationships with dealership personnel during onboarding and launch activities.
- Provide detailed post-launch reports and follow-up recommendations to management.
Professional Representation
As a client-facing representative of Procarma, the Administrator is expected to demonstrate:
- Professional communication and presentation skills.
- Reliability and punctuality during travel and client engagements.
- Strong problem-solving abilities under pressure.
- A customer-first mindset focused on dealership success and retention.
Procarma's Mission:
To help dealerships improve customer retention, increase service revenue, and deliver exceptional ownership experiences through innovative technology, maintenance programs, loyalty solutions, and customer engagement platforms.
Includes bonuses and possible commission for the right person
Pay: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
