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Call Center Agent I

This is a technical contact center assisting truck dealer technicians and parts counter employees with technical repair guidance or part assistance. (For example Automotive mechanic/ technician experience).
The primary function of the Customer Experience Representative (CER) will provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Roadranger services, and assist with aftermarket sales/promotions. This individual will help identify emerging trends that affect the customers experience with our products, use data analytics, and observations to drive product reliability and functionality improvements through the organization, create and deliver custom training to customer experience representatives based on his or her discoveries.
Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair.
Use current business tools and data analytics to Client emerging trends, product improvement opportunities, and system enhancements to improve the customers experience with Client
Ability to Interpret electronic data to prescribe repair strategies for all products
Thorough understanding of vehicle assemblies, engine/transmission power trains, drive train components, vehicle electrical/electronic systems including wiring, data links, actuators, etc.
Technical hands on vehicle experience for diagnosing and troubleshooting engine, transmission, brake systems, and other vehicle related problems including drivability and fault/no-fault related symptoms
Strong technical skills/knowledge of all Client Truck products
Expertise/knowledge regarding automotive and truck industry methodologies and tools for supporting service of vehicle systems at the dealership level
Support teammates and other departments as needed
Represent Client in a courteous, ethical, and professional manner at all times
Ability to work flexible hours
Administer Client Truck Component product warranties per published guidelines


 

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