Customer Experience Representative

5 days ago


Galesburg, Michigan, United States Zobility Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Representative to join our team at Zobility. As a key member of our workforce management and staffing division, you will play a critical role in providing exceptional customer support and driving product reliability and functionality improvements.

Key Responsibilities
  • Warranty Support: Provide timely and effective warranty support to customers, including direct and adjudicated product warranty repairs via phone and electronic communication.
  • Product Improvement: Identify emerging trends that affect customer experience with our products, use data analytics and observations to drive product reliability and functionality improvements through the organization.
  • Training and Development: Create and deliver custom training to customer experience representatives based on discoveries and findings.
  • Diagnostic and Troubleshooting: 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.
  • Data Analysis: Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customer experience with Zobility.
  • Technical Expertise: Interpret electronic data to prescribe repair strategies for all products, and possess a thorough understanding of vehicle assemblies, engine/transmission power trains, drive train components, vehicle electrical/electronic systems including wiring, data links, actuators, etc.
  • Team Support: Support teammates and other departments as needed, and represent Zobility in a courteous, ethical, and professional manner at all times.
Requirements
  • Education: Bachelor's Degree from an accredited institution, or equivalent experience.
  • Experience: 5 years of automotive, truck or heavy equipment experience, and 5 years of customer service experience.
  • Skills: Basic knowledge of dealership/repair facility operations, basic knowledge of transmission or gear train operation, experienced in troubleshooting electrical systems containing sensors and actuators, and experience with electronic troubleshooting methods, tools and standards such as CAN.
  • Additional Requirements: Ability to work well in a team environment, and experience with Road ranger products or comparable products.
What We Offer

We offer attractive, competitive compensation and benefits, including medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, we encourage you to apply.



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