Client Relations Specialist (Spec II, CX Operations)

About

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 Client Relations Specialist (Spec II, CX Operations) 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 Protective staff to ensure the success of Protective’s clients with professionalism and enthusiasm, being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

Schedule: Monday - Friday, 8:00 am - 5:00 pm PST.

This position offers a hybrid work schedule. Mondays, Thursdays, and Fridays may be worked from home, while Tuesdays and Wednesdays are onsite at Protective’s Lake Forest, CA office.

Responsibilities

• Be the Protective product knowledge expert in all environments pertaining to the role and responsibilities.
• Assist in responding to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Pre-fill all Protective 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 submitted agreements, including outlining missing documents and information, consistent follow-up, and maintaining accurate records.
• Make appropriate dealer updates and changes in the system, obtain proper documentation, and disseminate to all departments.
• Work with agents and providers on the retrieval and submission of required licensing paperwork.
• Handle correspondence with insurers, such as requesting monthly Contractual Liability Policies and dealership cancellations.
• Act as a back-up to the Client Relations Dispatcher.
• Formally document relevant processes and updates on a regular basis.
• Respond in accordance with Key Performance Indicators (KPIs).
• Regularly communicate professionally and proactively follow up on open items with a sense of urgency.
• Provide assistance to all team members when needed.
• Take ownership of changes and manage change in a positive manner.
• Other job duties as assigned.

Requirements

• High School diploma or equivalent.
• 2+ years of experience in an automotive sales or administration-related environment.
• Proficiency in Microsoft Office products (DocuSign, Outlook, Word, Excel, PowerPoint).
• Ability to review and verify binding agreements for accuracy.
• Ability to learn and utilize proprietary software and navigate databases.
• 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 manage multiple issues and demands.
• Extreme attention to detail and quality of service to clients.
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide constructive feedback.
• Self-motivator – Initiative-taker (Preferred).
• Solution-minded (Preferred).
• Excellent communication skills, both verbal and written (Preferred).
• Driven by integrity (Preferred).
• Willingness to embrace change (Preferred).
• Preferred experience with a CRM Tool or Salesforce.
• Experience in a call center environment utilizing a phone system.
• Preferred experience working with licensing requirements.
• Willingness to work beyond normal scheduled hours, as necessary.

Compensation: $23.50 - $25.00 per hour.