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Automotive Customer Support Advisor
4 weeks ago
Must Haves:
- 3+ years of automotive or trucking experience (i.e. mechanic, fleet tech, or auto dealer technician, etc)
- 3+ years of customer service experience
- Basic knowledge of transmission or gear train operations
- Experience with root cause analysis
- Strong written and verbal communication skills
- Comfortable on a computer
Day to Day:
A company in the greater Kalamazoo area is looking for a customer experience representative. This person will be responsible for assisting truck dealer technicians and parts counter employees with repair guidance and part assistance. The primary function of the CER will be to provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers, 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. They will assist in determining root cause of failures utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair. A typical day will include anywhere from 18-25 customer calls. This person must have strong communication skills and be comfortable navigating a computer. This is a hybrid role with 3 days on site and 2 days remote. Typical hours will be 8a-4:30p or 9:30a-6p.
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