Customer Service Specialist I

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.

PRINCIPAL DUTIES & RESPONSIBILITIES

1. 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.
2. Assists as needed in the fulfillment of website (dealer and aftermarket) orders.
3. Supports the coordination of parts ordering and inbound and outbound shipment logistics.
4. Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

• Reports to: Manager, Business Operations

EDUCATIONAL EXPERIENCE & TRAINING

• Associate's degree or equivalent directly related work experience
• Minimum three years of customer service experience
• Technical/customer relations training courses

KNOWLEDGE

• Technical product knowledge
• Dealership operations
• Consumer relations
• General understanding of product liability laws including lemon laws and arbitration

SKILLS & ABILITIES

• 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

The pay scale for this position is between $25.14 and $30.79. The actual compensation will be determined based on experience and other factors permitted by law.

Exceptional Perks That Go Beyond the Basics
Join a workplace that invests in your well-being-mind, body, and future:

• Comprehensive Health Coverage
  Medical, dental, vision, and fertility benefits to support you through every stage of life
• Fertility & Family-Building Support through WIN Fertility: Includes Adoption & Surrogacy Benefits, WINMaternity, and PowerPause, offering up to $25,000 in lifetime benefits for fertility-related services such as IVF, IUI, and preconception support
• Generous Time Off
  Enjoy a healthy work-life balance with paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need
• Smart Retirement Planning
  Build long-term financial security with a 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC)
• Peace of Mind
  Company-paid Basic Life and AD&D Insurance, as well as Travel Insurance, so you're covered wherever life takes you
• Wellness Program
  Access a variety of tools and resources designed to support your physical and mental well-being
• Tuition Reimbursement
  Pursue continued education with financial support for job-related coursework, degree programs, and professional growth
• Exclusive Employee Discounts
  Save on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more