Technical Service Representative II

As a Technical Service Representative II, you'll be part of creating and delivering amazing customer experiences while enjoying a unique culture. You'll receive inbound calls from dealerships and repair facilities regarding powertrain warranty claims adjudication and provide real-time technical assistance.

What You Will Do

Your main responsibilities will include receiving inbound calls, reviewing digital photographs, performing claim analysis, and communicating with dealers and repair facilities in a professional manner.

Why It Might Be a Fit

To succeed in this role, you'll need excellent interpersonal skills, ability to analyze repair shop diagnosis information, and proficiency with part numbers and parts catalog supersession. You'll also need to be able to work in a fast-paced environment and exercise independent judgment and decision making.

Requirements

• High School Diploma or equivalent
• Minimum 2-3 years of customer service experience
• Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training
• Ability to analyze repair shop diagnosis information to determine coverage eligibility
• Ability to read and understand workshop manual and electrical schematics
• Ability to speak confidently about repair procedures
• Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies
• Excellent interpersonal skills
• Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
• Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
• Flexibility and adaptability in a fast-paced environment
• Ability to analyze and solve problems
• Ability to communicate and articulate in a professional and effective manner both verbally and written
• Ability to provide technical coaching and feedback to TSR I & II level agents
• Ability to exercise independent judgment and decision making
• Reasoning ability and logical thinking
• Strong computer and typing skills – speed and accuracy of 40-60 WPM required
• Intermediate computer skills required, i.e. Web Browsing, Email
• Ability to maintain the highest level of confidentiality
• Basic knowledge of Microsoft Outlook, Excel, and Word preferred
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment, while prioritizing and organize work

Benefits

• Competitive Compensation
• Great benefits
• Incentives
• Promotion of physical, mental, and financial wellness