CX Customer Support Specialist
Company: TRUCK CENTER COMPANIES
Location: Omaha
Posted on: August 6, 2022
|
|
Job Description:
Job DetailsLevelExperiencedJob LocationNE Customer Support -
Omaha, NERemote TypeN/APosition TypeFull TimeEducation
LevelNoneSalary RangeUndisclosedTravel PercentageUndisclosedJob
ShiftDay ShiftJob CategoryUndisclosedDescriptionCUSTOMER:Project a
positive, helpful, and professional attitude to our
customer.Provide breakdown assistance when requested- collaborate
with other dealers on behalf of your customers to quickly move
their trucks through repair and ensure communication of status is
in place via Service Tracker, Uptime Pro etc. Assist dealers in
locating and procuring parts during service event.Provide clear,
consistent communication, leveraging communication tools such as
Service Tracker.Demonstrate understanding of displayed faults
utilizing Detroit Connect, Cummins Connect and other DTNA resources
to support customers.Provide timely communication to customers and
supporting dealers Answer incoming customer phone calls promptly
and politely.Follow up with customer is critical.OTHER
DUTIES:Project a positive, helpful, and professional attitude to
management and coworkers.Remain current on service bulletins and
recalls. Research service history information for Service Manager,
Shop Foreman, or other service personnel or customers as
needed.Understand and maximize value of DTNA's portfolio of digital
solutions available to navigate and solve customer needs. Coach and
educate your customers on the digital tools and features available
to them.Utilize Detroit Connect products/ tools to provide an
enhanced service experience:Support new service activation and
renewalsProvide base level troubleshooting utilizing provided
resourcesUtilize Detroit Connect Remote Update products to perform
Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA)
on behalf of your customer.Utilize Detroit Connect Remote
Diagnostics to proactively provide service insightsSetup and manage
customer Detroit Connect/Cummins Connect account as Fleet
AdvocateBe able to support the sales process by providing
knowledgeable value of the technology and tools associated with the
truck and dealership. Coordinate with Sales department to ensure
proper training and knowledge of product.Vocational and Body
Builder Support- body interfacing with chassis, parameters- engine,
body and CHEC- if applicable. Utilize CHEC to assist in
troubleshooting when directed by managerInvestigate vehicle related
complaints, if solution can be found or implemented forward those
recommendations to CX Department manager for directionForward
requests for service and repair to appropriate service locations
within the DTNA network. Follow up with those facilities to ensure
repairs are completed in a timely manner.Must complete CX Advocate
Manager Certification with the first three months.Perform any other
tasks or duties as requested.Be able to share your collective
knowledge with team to further team member knowledge base to
enhance team collaboration. Visit with fleets and customers if
needed to assist in problem solving when needed. Process
appointment and information requests. Knowledge of CDK and Procede
is must to set appointments at TCC locations when requested.
QualificationsMust have excellent reading skills and legible
handwriting.Strong customer service skills.Must have excellent
communication and presentation skills.Firm understanding of Class
6-8 Fault codes Must be capable of lifting to 50 lbs.Must have a
valid Class B Commercial Driver's License. Must have Strong
Computer SkillsStrong understanding of dealerships business unit
operations.Strong understanding of customer base business
models.Strong technical and analytical skills- ability to analyze
data and generate actionable insights.
Keywords: TRUCK CENTER COMPANIES, Omaha , CX Customer Support Specialist, Other , Omaha, Nebraska
Click
here to apply!
|