Call Center Agent I

Job Description:

• The primary function of the Customer Experience Representative (CER) will provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Road ranger services, and assist with aftermarket sales/promotions.
• This individual will help identify emerging trends that affect the customers experience with our products, use data analytics, and observations to drive product reliability and functionality improvements through the organization, create and deliver custom training to customer experience representatives based on his or her discoveries.

Responsibilities:

• Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair.
• Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers experience with Client
• Ability to Interpret electronic data to prescribe repair strategies for all products
• Thorough understanding of vehicle assemblies, engine/transmission power trains, drive train components, vehicle electrical/electronic systems including wiring, data links, actuators, etc.
• Technical hands-on vehicle experience for diagnosing and troubleshooting engine, transmission, brake systems, and other vehicle related problems including drivability and fault/no-fault related symptoms
• Strong technical skills/knowledge of all Client Truck products
• Expertise/knowledge regarding automotive and truck industry methodologies and tools for supporting service of vehicle systems at the dealership level
• Support teammates and other departments as needed
• Represent Client in a courteous, ethical, and professional manner at all times
• Ability to work flexible hours
• Administer Client Truck Component product warranties per published guidelines

Requirements:

• Bachelor's Degree from an accredited institution
• 5 years of automotive, truck or heavy equipment experience
• 5 years of customer service experience
• Basic knowledge of dealership/repair facility operations
• Basic knowledge of transmission or gear train operation
• Experienced in troubleshooting electrical systems containing sensors and actuators
• Experience with electronic troubleshooting methods, tools and standards such as CAN
• Experience with Road ranger products or comparable products
• Ability to work well in a team environment

Education:

• High School Diploma or GED from an accredited institution: Minimum of 2 years of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable (Or)
• Associate degree electrical/automotive disciplines, or Electrical Apprentice Certification, or applicable Military Service. Minimum of 1 year of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable (Or)
• Bachelor's degree in Electrical or Automotive discipline

We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit to learn more.
Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.