Job Description
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 and 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, 8:00am- 5:00pm 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.
Essential Functions:
- To be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities.
- Assist in the response 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 agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server.
- Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments.
- Work with agents and providers on retrieval and submission of required licensing paperwork.
- Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place.
- Works as a back-up to the Client Relations Dispatcher.
- Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments.
- Takes initiative to formally document relevant processes and updates on a regular basis.
- Responding in accordance with Key Performance Indicators (KPIs).
- Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
- Provides assistance to all team members when needed.
- Assist in the response to incoming calls from agencies, providing problem resolution.
- Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
- Other Job Duties as assigned.
Preferred Requirements:
- Self-motivator – Initiative-taker.
- Solution minded.
- Excellent communication skills, both verbal and written.
- Driven by integrity.
- Willingness to embrace change.
Education and Qualification Requirements:
- High School diploma or equivalent.
- 2+ years’ experience in an automotive sales or administration related environment.
- Preferred experience with a CRM Tool or Sales Force.
- Experience in call center environment utilizing a phone system.
- Preferred experiencing working with licensing requirements.
- Ability to review and verify binding agreements for accuracy.
- Proficient in Microsoft Office products such as DocuSign, Outlook, Word, Excel, and PowerPoint
- Ability to learn and utilize proprietary software and navigate databases.
- Willingness to work beyond normal scheduled hours, as necessary.
- 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 successfully manage multiple issues and demands.
- Extreme attention to detail and quality of service to the clients.
- Ability to keep up with high demands with a positive attitude.
- Ability to think independently and provide useful and constructive feedback.
Work Environment and Physical Requirements:
- Ability to frequently sit for long periods of time.
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
$23.50 - $25 an hour
Protective’s targeted compensation for this position is $23.50 - $25.00 hourly. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
