Automotive Chat Support

MUST HAVE Automotive experience - Service Advisor or Parts Manager, etc..

The Chat Support Agent provides live chat assistance to dealers, offering general support and playing a key role in the LenZ program. The role also includes completing departmental support tasks as assigned.

Work Schedule - 7am - 4pm CST

Long term contract position with benefits!

Pay Rate: $25.00/hr.

• Provides help desk assistance and direction on Chat to dealership service, parts and warranty departments fielding general inquiries regarding vehicle maintenance, service or repair.
• Provides support consistent with brand values, profitability and cost reduction goals.
• Documents all cases with required information; searches database for similar and related matches; updates existing cases and closes out completed cases.
• Analyzes decisions from the customer's viewpoint and recommends actions with the customer needs and values in mind.
• Provides feedback from dealership technicians regarding countermeasure procedures to various Nissan North America departments.
• Teams with people from other organizations, independent of borders (functions and affiliates) to complete reporting requirements.
• Navigating Service Manuals, researching TECH LINE Cases, reviewing internal resources, searching ASIST, and utilizing other resources
• Provide support for LenZ
  - Learning the LenZ platform, onboarding new dealers, managing enrollment and account setup, guiding users through features, resolving issues, and promoting effective use of the technology.
• Create PowerPoint and Excel documents for upper management
• Complete support tasks as requested to assist team members
• Create and monitor Salesforce Reports and Dashboards
• Make outcalls to dealers to provide technical assistance not related to vehicle diagnostics
• Initiate Tech Link sessions to remotely assist dealers with PC and other technical issues
• Prepare meeting materials, scheduling, and other associated items related to PEEK training course and other special event planning
• Sourcing information and creating Tech Alerts to create awareness and share knowledge with Technicians.
• As necessary, performs other related duties of which the above are representative.

• Job Knowledge and Skill:
  Good interpersonal and communications skills.
• Typing skills: 40 WPM. Ability to prioritize and complete multiple varied time-sensitive tasks.
• Ability to use resource material and applications for department and dealer support.
• Experience:
  
  Two or more years in a professional environment.
• Education:
  
  High school diploma required. AA degree preferred.
• Consider equivalent related college or technical courses, seminars and in-house classroom training.
• Basic knowledge of Microsoft Office products such as Outlook, Word, Excel and PowerPoint.
• Ability and willingness to learn new software applications such as CONSULT, Webex, ASIST, Electronic Parts Catalog and NNAnet.
• Previous  experience preferred.