CX Advocate

Job DescriptionJob DescriptionPosition Summary: 
The primary responsibility is to oversee the CX Advocates, CX Advisor and CX Administrator to ensure they are single point liaisons for the Dealer and DTNA Aftermarket experience, providing Breakdown assistance and maximizing the value of DTNA’s portfolio of digital solutions available.

Essential Functions & Responsibilities:

• Manage the CX Advocate team to ensure they are providing breakdown assistance – collaborating with other dealers on behalf of our customers to quickly move trucks through repair and ensure communication of status is in place via Service Tracker, etc.
• Ensure the CX Advocate team is a single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
• Understand and maximize the value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs; coach and educate customers on the digital tools and features available to them
• Manage CX Advocate team on the utilization of Detroit Connect products/tools to provide an enhanced service experience, including but not limited to the use of Remote Diagnostics, Firmware Over the Air Updates (FOTA) and Parameter Updates (POTA) on behalf of our customers
• Guide customer through truck walk around and provide familiarization of truck features and options
• Navigate in cab HMI
• Perform Regen
• Utilize Smart Source App
• Manage CX Advocate team to be sure they are supporting the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership.
• Coordinate New Truck Orientation/Driver Training events with customers
• Manage CX Advisor – ensuring the full understanding of available OEM Extended Warranty coverages, Training and Innovation Center offerings, Mobile Service Department, Excelerator Digital Sales Platform and Customer Experience Group support.
• Manage CPWA Process – Readiness evaluation, coordination with CPWA Warranty Manager and Fleet Advocate team to ensure smooth execution of agreement with all parties
• Collaboration with DFCIC – Identifying opportunities to improve processes within the company to provide a more consistent and enhanced customer experience

Qualifications / Skillset Requirements:

• Upon hire must complete CX Advocate Manager Certification within first 3 months
• High School Diploma/GED or greater
• Proven customer support experience or experience as a client service representative
• Strong understanding of dealerships business unit operations
• Strong understanding of customer base business models
• Strong technical knowledge of the vehicle – prior technician experience
• DTNA product knowledge and experience required
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Strong technical and analytical skills - ability to analyze data and generate actionable insights
• Ability to multi-task, prioritize, and manage time effectively
• Works well with others with minimum supervision
• Team oriented

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

 

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