Sales Operations Specialist

Who We Are

With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading programs that cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. These benefits provide vehicle owners with affordable and valuable coverages to keep their vehicles on the road safely, and also maximize the resale value by keeping the appearance of their vehicles like-new.

Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.

We understand the challenges and complexities that our partners face when it comes to offering vehicle protection plans. There is no one-size-fits-all. Every business we help is different and has their own set of challenges. That’s why, when you partner with Sonsio, we work with you to provide a custom solution designed to improve customer acquisition and retention and increase profitability.

And when it comes to managing claims, you don’t have the time or resources to worry about the headaches. Sonsio provides end-to-end support and decades of expertise to give customers the highest quality services with a world-class customer experience.

Base Pay Range:

$74,000 – $82,000

The Sales Operations Specialist serves as the sales operations partner for the Foundation sales organization, owning the dealer and agent onboarding, amendment, escalation, and contract follow-up processes. The role exercises independent judgment to prioritize competing requests across 14 field sales associates, determine resolution paths, and make day-to-day decisions within established authority levels, escalating only matters of significant financial or relationship impact. The position serves as the primary liaison between the Foundation sales team and internal departments including PMO, F&I Administration, Claims, Accounting, and Risk, and ensures timely resolution of dealer, agent, claims, and accounting-related matters.

As Sales Operations Specialist, your essential job responsibilities will include the following:

Dealer and Agent Submissions, Amendments, and Onboarding

• •Own the dealer and agent submission process, with sign-off authority to determine when an agreement is complete and ready for submission. Evaluate submissions for completeness and alignment with agreement, pricing, and state form requirements; return incomplete submissions for correction or escalate issues, and forward signed-off submissions to PMO for setup, owning each submission through completion of setup.
• •Evaluate amendment requests against program guidelines, sign off on routine amendments as complete and forward them to PMO for processing, and forward non-standard amendments to sales leadership with an assessment of business impact.
• •Review pricing, commission, and markup change requests determined by agents and dealers for completeness and consistency with executed agreements and rate cards, resolve discrepancies with the requesting party, and submit to PMO; partner with PMO on dealer, agency, and menu adjustments and technical issues.
• •Request new PCRS credentials, including accounting and F&I credential status at the dealer level and agency credentials.
• •Manage dealer and agent onboarding from executed agreement through implementation and launch.
• •Deliver PCRS training and present onboarding and training materials via PowerPoint.
• •Conduct remote training sessions for last-minute dealer and agent requests that conflict with immediate out-of-state travel, as a bridge until the ADM or BDM can travel to the location.
• •Serve as Foundation's primary liaison with PMO and coordinate Foundation workbook activities with the Risk team and sales leadership.
• •Coordinate and distribute requested rate cards for agents.
• •Provide kick-off documentation and executed agreements to agents and field sales partners in preparation for implementation.
• •Maintain accurate activity records within Salesforce directly on the agent and dealer accounts.
• •Own the active dealer and agent account list, updating account status and terminating lost dealers and agents so records in Salesforce and PCRS remain accurate.
• •Contribute toward achievement of quarterly goals and objectives.

Territory and Alignment Administration

• •Own Foundation dealer, district, and regional alignment administration, implementing change requests from the VP and Director of Sales.
• •Maintain accurate dealer and territory assignments within Salesforce per process guidelines.
• •Coordinate annual regional alignment updates to support budget planning and reporting requirements.
• •Partner with Sales, Accounting, Finance, and Business Systems teams to ensure data integrity and reporting accuracy.
• •Evaluate and implement process improvements related to dealer and territory assignment management.

Claims Escalations and Sales Support

• •Serve as the primary liaison for dealer and agent claims escalations. The role works directly with agents on administrative matters. The ADM/BDM field team remains the dealer's first point of contact and may direct dealer escalations to this role as needed.
• •Coordinate escalation requests received directly or through ADM/BDM field representatives.
• •Assess dealer and agent claims escalations, determine priority and resolution approach, and resolve escalations independently within established guidelines, partnering with the Claims team on the outcome; escalate to the Director of Sales only when the matter has significant financial or relationship impact.
• •Provide regular communication updates to agents and field sales personnel regarding escalation status.
• •Track claims escalation activity within Salesforce through closure.
• •Determine dealer and agent eligibility for Claims portal access and provide credentials upon request.
• •Analyze recurring escalation, onboarding, and contract issues; recommend and implement process improvements with PMO and internal departments to reduce rework and improve dealer and agent retention.
• •Act as the primary internal support contact for field sales escalations.
• •Coordinate communication and workflow between field sales and internal departments.
• •Support field sales with reporting, product information, customer meeting preparation, and training activities.
• •Independently prioritize concurrent requests from field sales associates based on business impact and urgency, within priorities set by sales leadership.
• •Analyze sales, contract, and activity metrics in Power BI and Salesforce and provide recommendations to sales leadership that inform agent follow-up, territory priorities, and resource allocation.
• •Monitor and track customer service and sales issues through resolution.
• •Maintain working knowledge of all SVP and white-labeled programs to support field sales inquiries and dealer installations.

Accounting Support and Contract Management

• •Determine follow-up priority and approach for past-due accounts identified by Accounting, based on aging, account value, and relationship risk.
• •Review and clarify aged accounts receivable balances with Accounting, including 30, 60, and 90-day aging categories, based on status updates provided by Accounting.
• •When Accounting identifies a past-due account, coordinate communications with agents and field sales representatives.
• •Report follow-up outcomes back to the Accounting department.
• •Accounting owns accounts receivable; this role supports communication and follow-through.
• •Escalate unresolved account issues to the Director of Sales.
• •Support PCRS remittance inquiries and month-end close activities.
• •Run and distribute pending contract reports from PCRS.
• •Communicate pending contract status to appropriate