Customer Support Technician in Dexter, Michigan at OPUS IVS INC

Job Overview

This position accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment.

Responsibilities and Duties

• Answering all inbound phone calls
• Answering inbound Phone requests from clients in a timely fashion
• Documenting customer interactions properly within the CRM as a matter of record
• Provide accurate information to customers using online OEM resources as needed
• Programming Vehicle ECUs correctly
• OE scanning vehicles correctly
• Positive position the value of the solution(s) provided
• Troubleshooting all Opus IVS products/services
• Other duties as assigned

Qualifications

• High School and successful customer service experience
• Strong Windows Operating System Familiarity
• Microsoft Office familiarity
• Superior customer service skills
• Strong problem-solving capabilities
• Ability to communicate effectively both verbally and in writing with customers
• Ability to multi-task

Preferred Qualifications

• OE/Dealer level diagnostic and programming experience
• Automotive Repair experience/education
• ASE Certification(s)
• Call Center experience
• Familiarity with SLAs and meeting Metrics
• Familiarity with pre/post scanning of automobiles
• Collision automotive experience
• Bilingual a plus but not required

Physical Requirements

• Must be able to hear on a telephone and at times with others speaking
• Work is in a temperature-controlled office