Dealer Support & Hotline Representative

Job description

The Dealer Support & Hotline Specialist is responsible for delivering exceptional, real-time support to Teknion’s dealer partners through a dedicated hotline. This role combines frontline customer service, technical troubleshooting, and operational coordination to ensure fast resolution of dealer inquiries, minimize downtime, and maintain strong dealer relationships. A primary focus of this role is managing the Dealer Hotline—serving as the first point of contact for urgent issues, providing accurate guidance, and escalating complex cases efficiently. Dealer Hotline Management (Primary Focus): - Serve as the primary contact for inbound Dealer Hotline calls, emails, and messages. - Respond to dealer inquiries in real-time, ensuring prompt, professional, and accurate support. - Diagnosing and troubleshooting issues related to products, systems, processes, or transactions. - Provide step-by-step guidance to dealers to resolve issues on the first interaction whenever possible. - Prioritize and triage incoming requests based on urgency, business impact, and service level agreements (SLAs). - Escalate complex or unresolved issues to the appropriate internal teams while maintaining owners...