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Repair Advocate Assoc. Lead

9bjdnw2mlhip8doaz2t0q9w4wphk960418ms6mtfp5oxvgnr76bfafpnr8c62y27 · 30+ days ago

Lisle,, IL, US

$97k+
Estimation

Full-time

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Repair Advocate Assoc. Lead

Location: Lisle, IL
Duration: 6 months

Description:
Basic Requirements:
Associates degree and 3 years of technical truck/automotive and direct customer service experience OR At lease 5 years of technical truck/automotive and direct customer service experience

Desired skills:
Diesel/Automotive Technical and Diagnostic experience - strongly desired
Presentation skills/public speaking
Proficient in Microsoft Office

Purpose:
Serves as the main contact with dealers service department and the customer breakdown department. Manages the numerous interactions required to affect specific repairs and reduce the downtime to enhance the customers experience. Monitors and manages a high volume of all communications between a dealer service department, Client management/technical services, and a customer regarding specific repairs. Keeps the customer informed about status of each repair, and the estimated time to the next repair milestone. When a repair is not meeting a customers expectations, determines if the situation warrants escalation to dealer or Client management.

Characteristics/Scope:
As a level in the Support Track, work is completing specific tasks or activities supporting implementation and administration.
Has developed specialized skills or is multi-skilled though job-related training and considerable on-the-job experience, completing assigned tasks in resourceful and effective ways.
Fully proficient applying established standards and works independently, performing assignments that require considerable judgment and initiative. Understands implications of work, identifies key issues, and makes recommendations for solutions. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions.
Completes work with a limited degree of supervision. Determines methods and procedures on new assignments. Likely to act as informal team leader or resource, coaching and instructing colleagues with less experience.

As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability. •

Last updated on Oct 23, 2023

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