Customer Service Specialist I

JOB SUMMARYInteracts 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 & RESPONSIBILITIESAnswers 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.Assists as needed in the fulfillment of website (dealer and aftermarket) orders.Supports the coordination of parts ordering and inbound and outbound shipment logistics.Performs miscellaneous job-related duties as assigned.ORGANIZATIONAL RELATIONSHIPSReports to: Manager, Business OperationsEDUCATIONAL EXPERIENCE & TRAININGAssociate's degree or equivalent directly related work experienceMinimum three years of customer service experienceTechnical/customer relations training coursesKNOWLEDGETechnical product knowledgeDealership operationsConsumer relationsGeneral understanding of product liability laws including lemon laws and arbitrationSKILLS & ABILITIESProficient PC skills in Microsoft Office applicationsStrong verbal and written communication skillsAbility to work independently while meeting objectives and expected resultsConflict resolution and negotiation skillsTeam/interpersonal skillsPHYSICAL STANDARDSThe 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 SCALEThe 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 BasicsJoin a workplace that invests in your well-being—mind, body, and future:Comprehensive Health CoverageMedical, dental, vision, and fertility benefits to support you through every stage of lifeFertility & 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 supportGenerous Time OffEnjoy 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 needSmart Retirement PlanningBuild long-term financial security with a 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC)Peace of MindCompany-paid Basic Life and AD&D Insurance, as well as Travel Insurance, so you're covered wherever life takes youWellness ProgramAccess a variety of tools and resources designed to support your physical and mental well-beingTuition ReimbursementPursue continued education with financial support for job-related coursework, degree programs, and professional growthExclusive Employee DiscountsSave on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more #J-18808-Ljbffr