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Client Specialist
3 months ago
Who: Fortune 500 Motor Vehicle Manufacturing Company
Location: Torrance, CA (Hybrid: 4 days a week onsite)
Compensation: $28-$33.85 /hr
Travel Requirements: 1-2 times per year (approximately 1 week)
Overtime: Occasionally required
Role Summary:
The Software QA & Governance team, part of the Digital Services Development division, is responsible for overseeing the operational and quality management of digital services and software products, including connected applications and back-office systems. This team also supports and trains various departments such as Customer Relations, Call Center, Sales and Marketing, Field and Dealer support. Additionally, they manage product releases, address architecture and cybersecurity concerns, and provide administrative services.
The department is looking for a skilled client specialist with substantial experience in customer service and a strong understanding of mobile, web, and telematics systems. This role is critical in ensuring seamless coordination across Sales, Marketing, Field operations, Dealers, and Call Centers that utilize digital service applications. The ideal candidate will excel at identifying customer and dealer challenges, pinpointing areas for improvement, and working closely with various teams—including sales, marketing, business operations, and product development—to oversee daily operations and collaborate with quality and solutions architect teams to achieve successful digital service initiatives.
Key Responsibilities:
- Develop and document processes and requirements to support business functions related to digital services application systems.
- Identify quality control procedures for products and services.
- Troubleshoot and resolve basic customer and dealer support issues related to digital services.
- Assist in redesigning and documenting business processes for new technologies and features.
- Collaborate with various internal and external stakeholders to align solutions, strategies, and processes.
- Monitor and track progress on resolving product issues.
- Present quantitative and qualitative insights to senior management.
- Identify opportunities to improve product efficiency.
- Conduct market research and compare similar products.
- Contribute to strategies aimed at enhancing digital services and improving product quality and customer satisfaction.
Continuous Improvement Focus:
- Apply continuous improvement methods to resolve quality and operational issues promptly.
- Manage and oversee ongoing process improvements, seeking incremental enhancements in operational efficiency.
- Identify, evaluate, and confirm the root causes of problems using logical and creative problem-solving approaches.
- Analyze information thoroughly before making decisions, considering risks and long-term impacts.
- Identify and propose areas for improvement to management.
Qualifications and Experience Desired:
- Bachelor’s degree in computer science, communications, or a related field, or equivalent experience.
- Strong customer-focused mindset with an emphasis on quality.
- At least 3 years of experience in customer service within the automotive or related industries.
- Over 3 years of experience in project and support roles in the automotive sector.
- 3+ years of experience in systems and data analysis.
- 2-3 years of experience in automotive, telematics, connected vehicles, consumer electronics, or IoT.
- Strong understanding of customer support, production support, and product operation.
- Excellent communication and relationship-building skills.
- Strong technical aptitude and problem-solving abilities.
- Solid analytical skills.
