Chat Support Agent - R00209947

Chat Support Agent

Location - Field Quality Center (FQC) Smyrna, TN Hrs 7am - 4pm - Onsite The Chat Support Agent provides live chat assistance to dealers, offering general support and playing a key role in the LenZ program. The role also includes completing departmental support tasks as assigned.

Job Functions

• Provides help desk assistance and direction on Chat to dealership service, parts and warranty departments fielding general inquiries regarding vehicle maintenance, service or repair.
• Provides support consistent with brand values, profitability and cost reduction goals.
• Documents all cases with required information; searches database for similar and related matches; updates existing cases and closes out completed cases.
• Analyzes decisions from the customer's viewpoint and recommends actions with the customer needs and values in mind.
• Provides feedback from dealership technicians regarding countermeasure procedures to various North America departments.
• Teams with people from other organizations, independent of borders (functions and affiliates) to complete reporting requirements.
• Navigating Service Manuals, researching TECH LINE Cases, reviewing internal resources, searching ASIST, and utilizing other resources
• Provide support for LenZ- Learning the LenZ platform, onboarding new dealers, managing enrollment and account setup, guiding users through features, resolving issues, and promoting effective use of the technology.
• Create PowerPoint and Excel documents for upper management
• Complete support tasks as requested to assist team members
• Create and monitor Salesforce Reports and Dashboards
• Make outcalls to dealers to provide technical assistance not related to vehicle diagnostics
• Initiate Tech Link sessions to remotely assist dealers with PC and other technical issues
• Prepare meeting materials, scheduling, and other associated items related to PEEK training course and other special event planning
• Sourcing information and creating Tech Alerts to create awareness and share knowledge with Technicians.
• As necessary, performs other related duties of which the above are representative.

Minimum Qualifications

• Job Knowledge and Skill: Good interpersonal and communications skills.
• Typing skills: 40 WPM. Ability to prioritize and complete multiple varied time-sensitive tasks.
• 2 plus years previous automotive service or parts experience, and IT experience preferred.
• Ability to use resource material and applications for department and dealer support.
• 2 plus years previous work in a professional environment

Education:

• High school diploma required. AA degree preferred.
• Consider equivalent related college or technical courses, seminars and in-house classroom training.
• Basic knowledge of Client Office products such as Outlook, Word, Excel and PowerPoint.
• Ability and willingness to learn new software applications such as CONSULT, Webex, ASIST, Electronic Parts Catalog and NNAnet.
• Previous Salesforce.com experience preferred.

Skill - Required / Desired - Amount - of Experience - Expertise Rating - Move

High school diploma required. AA degree preferred - Required

Two or more years in a professional environment. - Required

Typing skills: 40 WPM. - Required

Previous Salesforce.com experience preferred. - Required