Process Associate-Voice

Process Associate-Voice

Wayne, Michigan

Job Summary

Provide initial response to the dealers, acknowledging the issue. Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles. Provide a solution to the dealers and technicians over the phone and through a proprietary ticketing portal. Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians. Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support from and liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department. Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets. Respond and act in a timely professional manner any escalations received.

Key Responsibilities

Provide initial response to the dealers, acknowledging the issue. Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles. Provide a solution to the dealers and technicians over the phone and through a proprietary ticketing portal. Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians. Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support from and liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department. Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets. Respond and act in a timely professional manner any escalations received.

Skill Requirements

Able to work shifts within our hours of operation: Monday: Friday, 8:30 AM 8:00 PM ET; Saturday: 8:30 AM 5:00 PM ET. Basic level automotive diagnostic and troubleshooting experience. Comfort with Microsoft Office applications and intermediate typing skills (~25 WPM). Multitasking in a fast-paced digital environment. Attention to detail in capturing case information in a digital environment. Being able to think critically about a customer's complaint and identify solutions based on SOPs and process guidelines. Customer service experience. The ability to truly understand customers to strive for providing great service. Clear communication skills. The ability to communicate clearly when working with customers. Good writing with the ability to convey nuance. Usage of complete sentences and proper grammar. High school diploma or equivalent. Preferred: A love of cars. Previous automotive diagnostic experience. One or more years of contact support center experience.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.