Auto Uptime Advocate (Remote - Michigan)

Morley•UNAVAILABLE, Michigan

1d•Remote

About The Position

As a remote Auto Uptime Advocate at Morley, you will assist dealers with critical orders, products, services and questions. This is more than just another automotive job – it's a chance to make a difference in the industry with a leading truck manufacturer! Bring your sense of detail and background in customer service, vehicle / technical knowledge, case management or a degree and we'll train you remotely to help you succeed in your role.

Requirements

Must have the ability to pass a pre-employment background check and drug screen
High school diploma or equivalent plus 8 or more years of technical truck / automotive and direct customer service experience
Associate degree plus 6 or more years of technical truck / automotive and direct customer service experience
Bachelor’s degree plus 4 or more years of technical truck / automotive and direct customer service experience
Familiar with a variety of work processes / activities (typically through job-related training and extensive on-the-job experience)
Available to work shifts taking place between these hours of operation: Monday - Friday: 8 a.m. - 9 p.m. Eastern / 7 a.m. - 8 p.m. Central / 6 a.m. - 7 p.m. Mountain / 5 a.m. - 6 p.m. Pacific time, Saturday: 8 a.m. - 4 p.m. Eastern / 7 a.m. - 3 p.m. Central / 6 a.m. - 2 p.m. Mountain / 5 a.m. - 1 p.m. Pacific time
Must be able to stick to the schedule reliably, as some queues are time sensitive
Basic automotive knowledge
Case handling skills
Interpersonal and communication
Organization
Effectively complete complex tasks
Work autonomously within established procedures on complex assignments that required independent action and a high degree of initiative
Generate innovative solutions to complex problems
Anticipate patterns and links; look beyond the direct problem to the wider implications

Nice To Haves

Experience monitoring automotive repair activity

Responsibilities

Interact with internal client departments and dealerships using telephone, email and case management software
Review and update cases on part orders
Log calls and update dealer order / case records
Use your interpersonal skills and technical product knowledge and expertise to respond to daily customer-centric activities
Serve as the primary contact for dealership service departments and the client’s customer breakdown department
Manage cases, tracking the many interactions required for specific repairs
Reduce downtime to enhance customers' experience and overall satisfaction
Conduct outbound calls and update case files
Offer timely and accurate solutions through inbound and outbound conversations (including phone calls, chats, emails and other communications as needed) while keeping a positive and upbeat attitude

Benefits

Medical and prescription coverage
Dental and vision insurance
Paid time off
Associate wellness program with rewards for annual checkups
Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma)
401(k) with match
Flexible spending account (FSA)
Life insurance
Company-paid short- and long-term disability insurance
24/7 online access to doctors through Teladoc
24/7 nurse help desk
Patient advocacy with free 24/7 support for benefit questions and claims
Guidance for family, financial and estate planning (including wills)