Customer Service Representative

Job Description:

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 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.

•Ability to use resource material and applications for department and dealer support.

Experience:

•Two or more years in a professional environment.

•Previous automotive service or parts experience, IT experience preferred.

Education:

•High school diploma required. AA degree preferred.

•Consider equivalent related college or technical courses, seminars and in-house classroom training.

•Basic knowledge of Microsoft 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

•Previous Salesforce.com experience preferred.