Truck Dealer Customer Experience Advocate Manager
About The Position
At TransChicago Truck Group, we keep the trucks and people that power our economy rolling. We’re a full-service commercial truck dealership representing Freightliner and Western Star by providing sales, service, and parts for the trucks that keep goods on the road. We’re a family-owned, fast-growing dealership group that values curiosity, teamwork, and growth. If you’re the kind of person who likes to learn by doing and see the impact of your work every day, you’ve found the right spot. We're looking for a Customer Experience (CX) Advocate Manager to oversee our team of CX Advocates who are acting as the single point liaison with customers for the Dealer and DTNA Aftermarket experience. This person will provide guidance to customers on best utilizing the dealership and maximizing the value of DTNA’s portfolio of digital solutions available.
Requirements
- Upon hire must complete CX Advocate Manager Certification within first 3 months
- High School Diploma, GED or equivalent required
- Proven customer support experience or experience as a client service representative
- Strong understanding of dealerships business unit operations
- Strong understanding of customer base business models
- Strong technical knowledge of the vehicle – prior technician experience
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Strong technical and analytical skills - ability to analyze data and generate actionable insights
- Ability to multi-task, prioritize, and manage time effectively
- Works well with others with minimum supervision
- Team oriented
Responsibilities
- Manage the CX Advocate team to ensure they are providing breakdown assistance – collaborating with other dealers on behalf of our customers to quickly move trucks through repair and ensure communication of status is in place via Service Tracker, etc.
- Ensure the CX Advocate team is a single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
- Understand and maximize the value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs; coach and educate customers on the digital tools and features available to them
- Manage CX Advocate team on the utilization of Detroit Connect products/tools to provide an enhanced service experience, including but not limited to the use of Remote Diagnostics, Firmware Over the Air Updates (FOTA) and Parameter Updates (POTA) on behalf of our customers
- Guide customer through truck walk around and provide familiarization of truck features and options
- Navigate in cab HMI
- Perform Regen
- Utilize Smart Source App
- Manage CX Advocate team to be sure they are supporting the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership.
- Coordinate New Truck Orientation/Driver Training events with customers
- Manage CPWA Process – Readiness evaluation, coordination with CPWA Warranty Manager and Fleet Advocate team to ensure smooth execution of agreement with all parties
- Collaboration with DFCIC – Identifying opportunities to improve processes within the company to provide a more consistent and enhanced customer experience
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and AD&D Insurance
- Disability Insurance
- Flexible Spending Account (FSA)
- 401(k) with company match
- Paid Time Off (PTO)
- Paid Sick Time
- Paid Holidays
- Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
