Customer Care Center Analyst Level I

Leading provider of award-winning GPS solutions seeking a Customer Care Center Analyst, Level I to support our customers.

Headquartered a few miles south of Denver, in Littleton, Colorado, Pass Time is a leading provider of award-winning GPS Solutions. For more than 25 years, we've served the automotive industry–from BHPH dealers to finance companies, credit unions and banks to franchise and independent dealerships to fleet managers– helping customers connect their vehicles, protect their assets, and grow their businesses.

We have some of the longest tenured employees in the industry, developing industry experts that understand the needs of our customers. As a pioneer in the automotive IoT (internet of things) space, Pass Time's advanced technology has evolved with the industry. We have dozens of technology patents, and a worldwide customer base of over 10,000 businesses, protecting more than $10 billion in automotive assets.

The Customer Care Center Analyst will be responsible for communicating with Pass Time's customers, installers, and end users. Analysts must possess great communication skills with the ability to access technical sites and comprehend and disseminate information effectively to customers.

• Communicating effectively with all Pass Time's customers and end users in a professional and courteous manner.
• Capacity to meet and/or exceed all Pass Time service metrics and quality levels.
• Understand all processes and procedures related to Pass Time products/services (Security, airtime renewal, final code, placing product orders).
• Perform special projects; i.e., converting devices, changing functionality.
• Complete understanding of all Pass Time legacy systems.
• High proficiency in adding customers, purchasing packages, inventory management, in-depth knowledge of reports, add/selling contracts.
• Full comprehension of STS (adding/adjusting/changing package type) Pass Time's inventory management system.
• Fully proficient in utilizing CRM system (creating cases, account location, locating invoices).
• Total understanding of the timestamp process.
• Fully competent in identifying all codes and functions for every service package.
• Comprehensive knowledge of how and why codes should be generated.

• High School Diploma or equivalent required.
• Bachelor's degree in a relevant field such as business administration, communications, or a related discipline, preferred.
• 2+ years of experience working in a call center environment, preferably in an analytical or reporting role.
• Capable of physically installing Pass Time devices in vehicle.
• Full comprehension of all Pass Time service package functionalities.
• Recognition of all warning sounds (low battery, positive, negative, regular warning, disable warning).
• Comprehensive and in-depth knowledge of the Elite device states relative to the service package.
• Perform critical thinking/analysis to determine reasons for vehicle not starting.
• The ability to isolate reasons for vehicle not starting due to wiring, security systems, intermittent starts, auto on/off start systems, and other ignition/starter related causes.
• Comprehend the wiring schematics of the harness/device.
• Ability to access technical sites; comprehend and disseminate information effectively to customers.
• Comprehension and ability to communicate the device's power consumption requirements, and the impact it has on the vehicle.
• Understanding turning on/off GPS functionality and communicating to customer the benefits.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, etc.).

• Utilizes communication skills: phone, face-to-face, email.
• Has basic business understanding.
• Ability to adapt and work with multiple personalities.
• Utilizes accuracy and attention to detail.
• Demonstrates follow-up skills, time management skills, appointment setting skills, and a goal-oriented personality.
• Has experience with 12 volt theory and its usage within automotive applications.
• Understands how to read basic schematics and describe them to others.

• Expected annual salary range of $21.50 - $23.00 an hour depending on…