JOB DESCRIPTION

A company in the greater Kalamazoo area is looking for a customer Experience representative. This person will be responsible for assisting truck dealer technicians and parts counter employees with repair guidance and part assistance. The primary function of the CER will be to provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Roadranger 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. Thy will assist in determining root cause of failures and utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair.

REQUIRED SKILLS AND EXPERIENCE

3 years of automotive or trucking experience

3+ years of customer service experience

Basic knowledge of transmission or gear train operations

Very comfortable navigating a computer to document customer questions and complaints