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Title: Implementation Specialist Jr. Agent
Location: Allen Park, MI
Job Type: Full-time with Benefits
Who We Are:
For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
Summary
The Implementation Specialist must have the ability to assist in answering technical questions from non-technical end users for designated area of a dealer network. This will include troubleshooting technical issues and assisting users with getting into the system and using it most effectively. You will ensure all dealer personnel and field personnel have the support they need to effectively use the software and system.
What Your Day-to-Day Responsibilities Include:
- Providing technical support for a designated number of dealers and field personnel on an as needed basis.
- Answering service personnel questions, replying to field operations questions, responding to technical questions and escalating issues when required.
- Developing and maintaining exceptional working relationships with Market Field Team, and Dealership Personnel.
- Providing guidance, and support, and advising and educating Dealership Personnel and field representatives on the processes, procedures, and benefits of the online reservation process.
- Ensuring effective communication with Dealership Personnel, the Field, and the OEM, especially related to feedback on the tool, areas of concern or areas needing resolution.
- Supporting all Guest Experience Initiatives and special projects as needed.
- Creating advocates of the online reservations system through continuous support, relationship building and helping dealers maximize product and process optimization.
- Completing all dealer reports and administrative tasks in a timely manner.
What you bring
- Be tech savvy and have the ability to implement systems and assist non-technical individuals with technical questions.
- Possess effective verbal and written communication skills and exceptional follow-up skills.
- Understand, establish and implement effective communications to provide exceptional customer support and focus on meeting the established metrics and KPI’s.
Core Requirements Include:
- Proficiency in understanding customized software and troubleshooting issues with non-technical end users.
- Proficiency in using Microsoft Word, PowerPoint, Teams, and Excel.
- Possess a bachelor’s degree from an accredited university or have equivalent tech support work experience in lieu of a completed degree.
- Be a highly motivated, self-starter who possesses excellent customer relationship, communication and facilitation skills, with a high degree of interest in growing in the role and working into a field-based role with minimal supervision.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
What we offer
- Opportunity to work with industry experts and build a professional career within the MSX International family.
- Ability to grow your knowledge base of the automotive industry while connecting with a wide range of professionals within established dealer networks.
MSXi is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability.
Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience.
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