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Title: Implementation Specialist Jr. Agent
Location: Los Angeles, CA - Remote
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.
GuestXP is an Online Service Reservation program developed by Ford Motor Company. This program allows customers to make reservations for service at Ford dealerships through the dealer’s website, Ford Pass Rewards app, and Ford.Dealer.com. MSX International is launching and supporting this program with dealerships that have volunteered to participate, with a “Start-up” mentality. The Role of PHQ, Program Headquarters, Agent will be to support the implementation and continued support of GuestXP use at dealerships. The Agent will spend approximately 80% of their time conducting outbound calls with Dealers that have enrolled in GuestXP identifying times for Launch dates- dates for MSX International Field Agents to visit the dealers to train and install the software, as well as Sustainment calls- communicating best practices, and new features of the program as they are rolled out. The Agent will spend approximately 20% of their time taking Inbound calls from MSXI Field Agents, Dealer and Ford personnel. During these inbound calls the Agent will triage issues with GuestXP, make modifications to Training, Process, Reporting, and Settings, escalating other issues to Ford IT. Additional asks in support of GuestXP could include follow up on specific Ford IT fixes, supporting Setup for MSXI Field team, and other tasks as assigned. The Agent will document all communication, interact professionally with Dealer Personnel, Ford Motor Company personnel, follow up on assigned tasks, and support the PHQ Team where required.
Day to Day Responsibilities:
- Manage Outbound calls to Ford Dealerships – email, phone, video conferencing
- Effectively triage questions about GuestXP – email, phone, video conferencing
- Communicate professionally, with empathy, clarity, confidence, and honesty
- Document call notes and processes using Microsoft Office Suite
What you bring
- Effective presentation skills
- Comfort with ambiguity; flexibility to adapt to new requests rapidly
- Professional writing skills
- Attention to detail in documentation, follow up, communication and following established processes
- Basic computer literacy- ability to effectively use CRM tools, and video calling software
- Familiar with Microsoft Office Suite (SharePoint, Excel, Word, PowerPoint)
- Dealer knowledge (Service department, DMS installation or support)
- College experience of some kind is beneficial but not required
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXI, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $51k to $56k based on current experience.
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