Job Description

Implementation Specialist

Ogden, UT

Dealer Care Team

Under direction of the Technical Account Manager, the Implementation Specialist is responsible for assisting new dealers and members of the Dealer Services team during the onboarding and conversion process. You would also be responsible or the proper set up of new customers into the monitoring software as well as creating and editing action plans and performing other Stages functions to ensure the customersend users are being properly monitored. You are also responsible for maintenance andadjustment of alarm processing and assisting in dealer efficiency in conjunction with the rest of the Dealer Care team.

What You'll do:

• Assists with onboarding of new dealers
• Work with dealers to increase operational efficiency through automation, adjustment of schedule A procedures, help in streamlining reporting, and external facing training
• Perform data entry changes
• Provide excellent customer service always and via all means
• Work with Operations and Training to resolve complaints and concerns
• Assist with projects as required
• Provide necessary assistance to other AvantGuard personnel to establish and maintain efficient office procedures, practices, and routines, performing administrative work, and running reports
• Work with other team members to find a solution to needs and problems
• Learn, create, and maintain standard action plans that meet AvantGuard’s standard operating procedures
• Create and maintain custom action plans that meet dealer requests
• Understand and show knowledge of Stages
• Update existing action plans to support and meet the mission of the training, quality assurance, operations, and dealer care departments
• Mentor by educating and supporting AvantGuard team members in regard to action plans, auto-processes, event rules, and other Stages functions
• Utilize other processes to work with an action plan to give it the highest success rate and lowest fail potential
• Problem solve with team members to ensure signal processing is correct, even in unique circumstances
• Proactively identify areas that require process improvement
• Communicate new trainings or changes to procedures as needed
• Respond promptly to action plan and procedural requests and questions

Skills Needed

• Ability to maintain a consistent and predictable schedule & work 40 hrs/week
• Ability to work holidays and weekends as needed
• No disciplinary action past a verbal warning
• Strong interpersonal skills
• Self-manage with minimal supervision
• Create and manage project workflows and communications
• Solve problems effectively
• Excellent communication and public relations skills
• Ability to work well under pressure for extended periods of time
• Attention to detail/focus/follow through
• Ability to solve procedural and technical problems proactively
• Ensure that service meets quality thresholds of acceptability in safety and security for our customers and dealers.
• Ability to assist in maintaining consistent and high levels of inbound/outbound calls, customer satisfaction and performance ratings as defined by management
• Maintain professionalism, security, and integrity to ourselves, co-workers, and customers

Perks This Role Offers:

• Predictable full-time scheduling
• Medical, vision, and dental benefits
• 401(k) retirement plan with company match
• 3 weeks of paid time off
• Company-paid Life and AD&D insurance
• Short-term and long-term disability benefits
• Tuition assistance
• Other perks such as an awesome team, and more!