Customer Service Specialist I
6 days ago
JOB SUMMARY
Interacts with IGSS retail and fleet customers, via phone and email to resolve software/hardware related issues with IDSS (Isuzu Diagnostic Service Systems). Monitors all retail and wholesale orders and assists in helping customers resolve issues with e-commerce orders.
% of time
spent on each PRINCIPAL DUTIES & RESPONSIBILITIES
activity
80%
Answers the IDSS technical support line for USA and Canada commercial vehicle market dealers, E-IDSS (engine) users and aftermarket retail IDSS subscription holders. Provides remote technical support over the phone and internet. Troubleshoots hardware and software issues for E-IDSS, including but not limited to, install problems, web updater problems, no communication, registration keys reissue, programming errors, and hardware repairs.
10%
Assists as needed in the fulfillment of website (dealer and aftermarket) orders.
10%
Supports the coordination of parts ordering and inbound and outbound shipment logistics.
Performs miscellaneous job-related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
•Reports to: Director, Engineering Development
EDUCATIONAL EXPERIENCE & TRAINING
- Associates degree or equivalent directly related work experience
- Minimum three years customer service experience
- Technical/customer relations training courses
- Technical product knowledge
- Dealership operations
- Consumer relations
- General understanding of product liability laws including lemon laws and arbitration
- Proficient PC skills in Microsoft Office applications
- Strong verbal and written communication skills
- Ability to work independently while meeting objectives and expected results
- Conflict resolution and negotiation skills
- Team/interpersonal skills
PHYSICAL STANDARDS
The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 5 lbs. or less.
Pay scale for this position is between $49,639 to $60,808. The actual compensation will be determined based on experience and other factors permitted by law.
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