Dealer Care Advocate

Job title: Dealer Care Advocate

Reports to: Director of Support, DMS

Department: Priority DMS

Location: Lebanon, TN or Alpharetta, GA

Grade: 14

• Respond to partner inquiries via phone, email, and support queues, ensuring timely and professional resolution.

• Build and maintain quality business relationships with a broad range of sales partners.
• Act as a dealer advocate while maintaining alignment with company objectives and policies.
• Communicate with other departments to ensure partners receive optimal service and timely follow-up.
• Assist dealership accounting personnel with reconciliation reports, ensuring all reports accurately align with deposits received.
• Support accounting staff by gathering additional details on chargebacks and providing recommendations on which documents to include in their case files.

• Conduct Zoom-based deposit training sessions covering best practices for deposit reconciliation, chargeback document submission procedures, and how to access monthly billing statements.

• Facilitate escalated service, sales, and technical requests with relevant teams.

• Review and resolve sales partner residual and commission-related issues.
• Ensure service is delivered within established timeframes and department SLAs.
• Maintain and update partner accounts, including Retention Queue cases, with appropriate actions to retain or close accounts.
• Technical Support & Product Expertise
• Work directly with processing platforms to complete technical and operational tasks.

• Recommend appropriate product solutions based on partner needs and industry trends.

• Administer ongoing training on Priority’s suite of products and services.

• Provide education and troubleshooting to ensure merchant and agent success.

• Distribute key product updates and training materials as requested by leadership or other departments.

• Complete and submit assigned status and activity reports.

• Provide feedback to leadership on recurring issues, client concerns, and service recovery efforts.

• Collaborate with Customer Service Managers to exceed service expectations.

• High school diploma with 3+ years of experience in a relevant field, or a bachelor’s degree with related experience.

• 1-2 years of customer support, relationship management, or client-facing experience.
• Strong communication skills—both written and verbal—with a clear, professional tone.
• Demonstrated ability to resolve issues under pressure and deliver exceptional service in emotional or difficult situations.
• Technical aptitude for troubleshooting hardware, software, and payment platforms.
• Experience with commission structures, terminal configurations, and payment processing workflows.

• Proficiency with Microsoft Office, Google Workspace, and CRM/project management tools

• Experience in the payments, merchant services, or fintech industries.

• Proficiency with Microsoft Office, Google Workspace, and customer support tools.
• Familiarity with MX™ Merchant, MX™ Connect, and PCI compliance support.
• Ability to work collaboratively across departments and build strong internal relationships.

• Attention to detail, accuracy, and a drive for continuous improvement.

• Customer-focused problem solver with a proactive mindset

• Excellent interpersonal and team collaboration skills
• Ability to multi-task and manage shifting priorities
• High ethical standards, integrity, and accountability

• Willingness to learn, grow, and contribute to team success

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation range: $65,000 - $70,000
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).