Call Center Representative 2 in Detroit, MI at Apex Life Sciences

Date Posted: 5/10/2018

Job Snapshot

Job Description

Minimum Available Tenure: 6 Months

Specific Schedule: 40-Hour Work Week, M-F, Flexibility to work shift between 8am - 9pm
Overtime Estimate: OT not expected
Travel Details/Requirements: No Travel Required
Will the non-employee operate a company vehicle: NO

Job Overview
Provides Detroit powertrain technical support for service issues, concerns, or complaints related to technical service or service parts. Involves working in the Customer Support Center (CSC) answering calls and electronic submissions from authorized service locations, end-users, and internal customers. 

Answer calls, emails and electronic tickets from dealer network, end-users, and internal customers regarding engine, transmission, and axle technical service or service parts related issues, concerns, or complaints.
Assist internal and external customers in a professional, courteous, and timely manner.
Utilize company documentation, literature, and database to provide technical support. 
Maintain call note logs with all pertinent information.
Interpret data from Virtual Technician telematics and disseminate to end users.
Communicate technical service concerns or emerging issues to management.
Assure all Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues are sent to the Compliance department.
Refer more complex technical issues or concerns to appropriate party.
Ability to work any shift, holidays, and provide after hours support when necessary.
Maintain a clean and safe work area.
Minimal travel required.

Additional Functions/Duties
Participate in cross functional projects and meetings.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience
Senior Technical / Advanced Admin Support / Advanced Technician / Group Leader 
A high school diploma (or equivalent) with 3 years of related experience OR an associate's degree (or higher) required in lieu of experience

Ideal candidate will have 4 year degree, and experience in an automotive technical field. Diesel Tech or Diesel technician balance is ideal
• Real life automotive experience is ideal, but need technical skill set
• Other Technical skills – email, remedy, phone systems, navigating tools. This can be taught, but is a plus if the candidate has the experience    

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.