Part Time Automotive Technical Service Representative 2 - Percepta
Customer Service/Call Center
1667 Bruman Terrace
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The Part Time Automotive Technical Service Representative II (TSR2) is responsible for providing on-demand technical service assistance to Independent Repair Facilities and consumers that are servicing Automotive products.
The TSR2 will also provide inbound support to answer powertrain product inquiries, close sales (take orders) and submit sales leads from independent repair facilities (installers), fleet and government accounts
Answer Powertrain Assistance Center calls promptly and courteously, with the goal of providing complete and accurate first call resolution
Interface with dealer service management and technicians and other internal Motor Company representatives
Answer inquiries regarding product features, availability, price, warranty coverage and where to buy
Respond to inquiries from aftermarket repair shops and consumers related to diagnosis, installation, troubleshooting and repair of automatic transmission assemblies and gas/diesel engine assemblies
Evaluate the repairs required, balanced with the shops and consumers technical expertise and make a decision on how replacement versus internal repairs to assemblies
Issue prior approval codes to shop to use when getting replacement assembly from dealer
Work with dealers to ensure proper claim submission for approved replacements
Provide technical assistance and/or guidance to other team members when needed
Track and document concerns on specific vehicle or system
Inbound Sales Analyst Calls:
Answer inbound calls and turn product inquiries into sales orders. Contact types include: product part inquiries, technical information, literature fulfillment and sales / order status
Outbound contact to ensure they received the order and took action
Handle sales status calls (inbound)
Take orders and answer inquiries regarding promotions
Interface with dealer service management, technicians and other internal representatives
Help identify process improvements and best practices for the Program / Team
Escalate issues as needed
Develop and maintain professional working relationships
Adhere to, and support, all Percepta business and quality initiatives
Meet or exceed all performance metrics
Complete training courses as directed by Operations and/or Training
Administer probation/suspension/termination process
Interact with OEC for dealer issue resolution
Warm transfer non enrollment calls to OEC
Outbound calls to field representatives to assist dealer enrollment and issue resolution
Send ad hoc email communications to individuals and/or groups as directed
Customer contact will be through inbound and outbound calling, e-mail, and fax.
High School Diploma or equivalent
Associates degree or 2 year s college preferred
2 years experience on powertrain (engine and transmission) diagnosis, troubleshooting and repair required (Automotive experience is preferred)
ASE, manufacturer or state technician certification in Engine Performance, Engine Repair and/or Automatic Transmissions is preferred
Experience with aftermarket scan tools and transmission test equipment preferred
Sales experience; preferably in an automotive / dealership role
1-3 years Customer Service experience
Ability to close a sale
PC Navigation / good computer and typing skills.
Ability to run several windows applications simultaneously
Ability to troubleshoot and analyze problems
Excellent customer service ability
Ability to effectively communicate with customers, managers, and co-workers
Strong oral and written communication skills
Time management and organizational skills
Ability to work well with others.
Ability to multi-task.
Good listening skills
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
Associated topics: agente de servicio al cliente, answer, customer service specialist, intern, platform support, service, service representative, system support, technical assistant, technical support
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.