Auto Uptime Advocate; Remote - Michigan

If you are a great communicator and enjoy troubleshooting and helping connect people with solutions, this could be a great career move for you – especially if you're interested in working from home!

If you are a great communicator and enjoy troubleshooting and helping connect people with solutions, this could be a great career move for you – especially if you're interested in working from home!

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.

• 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

• Live chat with a Morley Talent Acquisition (TA) Specialist:
• Chat hours:
  • M-F 8 a.m.
    
    - 5 p.m. Eastern | 7 a.m.
    
    - 4 p.m. Central | 6 a.m.
    
    - 3 p.m. Mountain | 5 a.m.
    
    - 2 p.m. Pacific time
  • Closed on some holidays. TA will respond to after-hours questions the next business day.

• Able to:
  • 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
• Skills needed:
  • Basic automotive knowledge
  • Case handling skills
  • Interpersonal and communication
  • Organization

• Must have the ability to pass a pre-employment background check and drug screen
• Education and experience:
  • High school diploma or equivalent plus 8 or more years of technical truck/automotive and direct customer service experience*
  • Or -
  • Associate degree plus 6 or more years of technical truck/automotive and direct customer service experience*
  • Or -
  • Bachelor's degree plus 4 or more years of technical truck/automotive and direct customer service experience*
  • (Direct customer experience = Previous dealer experience, auto parts handling, case handling and customer interaction)
• 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.
    
    - 8 p.m. Eastern time (7 a.m.
    
    - 7 p.m. Central | 6 a.m.
    
    - 6 p.m. Mountain | 5 a.m.
    
    - 5 p.m. Pacific)
  • No weekends!
• Must be able to stick to the schedule reliably, as some queues are time sensitive

• Experience monitoring automotive repair activity

• Michigan residents
• Secluded and distraction-free work environment
• Required internet setup:
  • High-speed internet delivered through a wired provider (cable or fiber)
  • Computer…