Job description

Role: Call Center Agent I
Location: Galesburg, MI

If Qualified, Temp to Perm employment is an option.

Flexible 8 hour shifts between 8 am - 7 pm EST.
M-F with occasional Saturday ( 10 am - 3pm)

**This is a TECHNICAL CONTACT CENTER 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

Required (Basic) Qualifications:

High School Diploma or GED from an accredited institution: Minimum of 2 years of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable
Or
Associate degree electrical/automotive disciplines, or Electrical Apprentice Certification, or applicable Military Service. Minimum of 1 year of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable
Or
Bachelors degree in Electrical or Automotive discipline
Relocation is not provided for this role, candidates will need to be located within 50 miles of Galesburg, MI
Candidates must be able to work in the US without sponsorship now or in the future.
Preferred Qualifications:
Bachelors Degree from an accredited institution
5 years of automotive, truck or heavy equipment experience
5 years of customer service experience
Basic knowledge of dealership/repair facility operations
Basic knowledge of transmission or gear train operation
Experienced in troubleshooting electrical systems containing sensors and actuators
Experience with electronic troubleshooting methods, tools and standards such as CAN
Experience with Roadranger products or comparable products
Ability to work well in a team environment

Job Type: Contract

Pay: $23.00 - $24.00 per hour

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Galesburg, MI 49053: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

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