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Automotive Chat Support
Smyrna, TN, US
Engineering
High School or equivalent
Full Time, Temporary
$22.00
Entry Level
On-site
Automotive and Parts Mfg
First Shift (Day)
Smyrna, TN, US
$22.00
Entry Level
Full Time, Temporary
Automotive and Parts Mfg
On-site
Engineering
High School or equivalent
First Shift (Day)
Job details
Automotive Chat/Support Agent
Long Term Contract with benefits!!
Onsite: Smyrna, TN – NO REMOTE
The Chat Support Agent provides live chat assistance to dealers, offering general support and playing a key role in the LenZ program. The role also includes completing departmental support tasks as assigned.
Work Schedule – 7am – 4pm CST
Long term contract position with benefits!
Pay Rate: $25.00/hr.
Job Functions
- Provides help desk assistance and direction on Chat to dealership service, parts and warranty departments fielding general inquiries regarding vehicle maintenance, service or repair.
- Provides support consistent with brand values, profitability and cost reduction goals.
- Documents all cases with required information; searches database for similar and related matches; updates existing cases and closes out completed cases.
- Analyzes decisions from the customer’s viewpoint and recommends actions with the customer needs and values in mind.
- Provides feedback from dealership technicians regarding countermeasure procedures to various Nissan North America departments.
- Teams with people from other organizations, independent of borders (functions and affiliates) to complete reporting requirements.
- Navigating Service Manuals, researching TECH LINE Cases, reviewing internal resources, searching ASIST, and utilizing other resources
- Provide support for LenZ- Learning the LenZ platform, onboarding new dealers, managing enrollment and account setup, guiding users through features, resolving issues, and promoting effective use of the technology.
- Create PowerPoint and Excel documents for upper management
- Complete support tasks as requested to assist team members
- Create and monitor Salesforce Reports and Dashboards
- Make outcalls to dealers to provide technical assistance not related to vehicle diagnostics
- Initiate Tech Link sessions to remotely assist dealers with PC and other technical issues
- Prepare meeting materials, scheduling, and other associated items related to PEEK training course and other special event planning
- Sourcing information and creating Tech Alerts to create awareness and share knowledge with Technicians.
- As necessary, performs other related duties of which the above are representative.
Minimum Qualifications
- Job Knowledge and Skill: Good interpersonal and communications skills.
- Typing skills: 40 WPM. Ability to prioritize and complete multiple varied time-sensitive tasks.
- Ability to use resource material and applications for department and dealer support.
Experience:
- Two or more years in a professional environment.
- Previous automotive service or parts experience, IT experience preferred.
Education:
- High school diploma required. AA degree preferred.
- Consider equivalent related college or technical courses, seminars and in-house classroom training.
- Basic knowledge of Microsoft Office products such as Outlook, Word, Excel and PowerPoint.
- Ability and willingness to learn new software applications such as CONSULT, Webex, ASIST, Electronic Parts Catalog and NNAnet.
- Previous Salesforce.com experience preferred.
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