Senior Customer/Dealer Services Specialist

Senior Customer/Dealer Support Specialist You will love this seat if you get, want, and have the capacity to: Be the Go-To Resource for the Team Serve as a point of reference and support for teammates, stepping in to provide guidance and coverage in the absence of the manager. Help onboard and familiarize new team members with processes, tools, and best practices. Bring a steady, reliable presence that the team can lean on when needed. Champion the Customer & Dealer Experience Provide a positive customer experience with each interaction, setting the tone for what great service looks like. Receive, research, and resolve dealer and consumer inquiries, service issues, product information questions, and order-related concerns. Capture Warranty Data Enter customer orders for products, replacement parts, and accessories. Process return merchandise and authorize refunds as necessary. Resolve Shipping & Order Status Issues Request payments from customers regarding outstanding invoices such as freight and shipping charges. Perform outbound calls regarding ship dates, refunds, payments, and product delivery. Enter orders from customers and sales staff as needed for backup. Manage Escalation Situations Take the lead on complex or escalated situations, bringing calm and solutions-focused support to both customers and teammates. Act as the first point of contact for the team when the manager is unavailable. User Testing & Special Projects Perform user testing and provide feedback to help improve tools and processes. Contribute to special projects and additional duties as requested. Requirements Associate degree preferred 3+ years of customer service experience Prior experience in a team lead, senior, or mentoring role — or a demonstrated track record of naturally stepping into a leadership capacity B2B dealer or wholesale support experience preferred Warranty and returns experience preferred A leadership mindset — someone who takes ownership, thinks beyond their own seat, and brings out the best in those around them Solutions‑oriented with the ability to stay calm, decisive, and supportive under pressure Someone who leads by example and holds themselves to a high standard before expecting it of others Detail oriented with strong organizational skills Solid working knowledge of Microsoft Office (Word, Excel, Outlook) Comfortable using computers and learning new software Experience with Zendesk, Zoom, and Teams is a plus — we value quick learners Tech‑savvy, adaptable, and able to pick up new tools with minimal guidance A team player who naturally steps up when the situation calls for it #J-18808-Ljbffr Regal Holdings