Automotive Mechanical Systems - RSA

Robert Bosch-posted 8 months ago
Full-time • Entry Level
Fort Lauderdale, FL
5,001-10,000 employees
Machinery Manufacturing
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The BMW Roadside Assistance (RSA) Automotive Diagnostic Agent will be responsible for providing technical product support to clients and customers of BMW. The Automotive Diagnostic Agent will use advanced troubleshooting and problem solving skills along with BMW Roadside Assistance technical knowledge to assist customers in case of a breakdown. Will have a full understanding of the BMW RSA program and be able to troubleshoot possible outcomes for service dispatch.

  • Handle inbound and outbound phone calls with support of BMW BASE, ASD tools
  • Conduct research to understand, explain, and resolve technology issues
  • Ensure response times are quick and effective to appropriately resolve requests
  • Full understanding of BMW RSA program
  • Learn and understand Policy and procedure
  • Exclusions awareness
  • Act as the point of contact for all Specialists on duty during your shift as well as the point of escalation for any situation on the production floor
  • Consistent communication with the team regarding Client and Customer needs, updates and changes
  • Auto shop experience is preferred
  • Eight of the nine ASE courses completed and have certificate documenting training
  • Minimum of High School Diploma
  • Associates or Bachelors preferred
  • No experience working in a call center environment required
  • Candidates will receive basic call training
  • Proficient in Microsoft Office and web based applications
  • Strong interpersonal and organizational skills
  • Exhibit high level of professionalism in interactions with colleagues, Team Leaders, Operations Managers, etc.
  • Must provide excellent customer service
  • Must have professional phone etiquette
  • Problem solving and decision making skills and sound judgement
  • Willing to learn automotive systems and stay updated in automotive technology
  • Willingness to learn and grow with the program
  • Positive and ability to help others
  • Extended and/or weekend hours may be required
  • Bilingual in English and Spanish AND/OR Portuguese
  • Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
  • Time off: PTO, PAA (sick), paid company holidays
  • Retirement: 401k and Roth IRA with company match
  • Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
  • Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
  • Salary commensurate with market rates, Shift Differential Payment
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