Customer Care Center Analyst Level I

Job description

Leading provider of award-winning GPS solutions seeking a Customer Care Center Analyst, Level I to support our customers. WHAT WE DO Headquartered a few miles south of Denver, in Littleton, Colorado, PassTime is a leading provider of award-winning GPS Solutions. For more than 25 years, we’ve served the automotive industry–from BHPH dealers to finance companies, credit unions and banks to franchise and independent dealerships to fleet managers– helping customers connect their vehicles, protect their assets, and grow their businesses. We have some of the longest tenured employees in the industry, developing industry experts that understand the needs of our customers. As a pioneer in the automotive IoT (internet of things) space, PassTime’s advanced technology has evolved with the industry. We have dozens of technology patents, and a worldwide customer base of over 10,000 businesses, protecting more than $10 billion in automotive assets. THE OPPORTUNITY The Customer Care Center Analyst will be responsible for communicating with PassTime’s customers, installers, and end users. Analysts must possess great communication skills with the ability to access technical sites and comprehend and disseminate information effectively to customers. WHAT YOU WILL BE DOING Communicating effectively with all PassTime’s customers and end users in a professional and courteous manner. Capacity to meet and/or exceed all PassTime service metrics, and quality levels. Understand all processes and procedures related to PassTime products/services. (Security, airtime renewal, final code, placing product orders). Perform special projects; i.e., converting devices, changing functionality. Complete understanding of all PassTime legacy systems. High proficiency in adding customers, purchasing packages, inventory management, in-depth knowledge of reports, add/selling contracts. Full comprehension of STS (adding/adjusting/changing package type) PassTime’s inventory management system. Fully proficient in utilizing CRM system. (Creating cases, account location, locating invoices). Total understanding of the time stamp process. Fully competent in identifying all codes and functions for every service package. Comprehensive knowledge of how and why codes should be generated. WHAT YOU WILL BRING TO OUR ORGANIZATION High School Diploma or equivalent required. Bachelor's degree in a relevant field such as business administration, communications, or a related discipline, preferred. 2+ years of experience working in a call center environment, preferably in an analytical or reporting role. Capable of physically installing PassTime devices in vehicle. Full comprehension of all PassTime service package functionalities. Recognition of all warning sounds (low battery, positive, negative, regular warning, disable warning). Comprehensive and in-depth knowledge of the Elite device states relative to the service package. Perform critical thinking/analysis to determine reasons for vehicle not starting. The ability to isolate reasons for vehicle not starting due to wiring, security systems, intermittent starts, auto on/off start systems, and other ignition/starter related causes. Comprehend the wiring schematics of the harness/device. Ability to access technical sites; comprehend and disseminate information effectively to customers. Comprehension and ability to communicate the device’s power consumption requirements, and the impact it has on the vehicle. Understanding turning on/off GPS functionality and communicating to customer the benefits. Proficient in Microsoft Office Suite (Outlook, Excel, Word, etc.) The successful candidate: Utilizes communication skills: phone, face-to-face, email. Has basic business understanding. Ability to adapt and work with multiple personalities. Utilizes accuracy and attention to detail. Demonstrates follow-up skills, time management skills, appointment setting skills, and a goal-oriented personality. Has experience with 12 volt theory and its usage within automotive applications. Understands how to read basic schematics and describe them to others. WHAT OUR ORGANIZATION IS PROVIDING Expected annual salary range of $21.50 - $23.00 an hour depending on experience and education. Medical, dental, and vision insurance benefits. Immediate eligibility to participate in company 401(k) program. PTO: 10 days per year as a new employee, PTO accrual based on years of service. Flexible hours. PassTime provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, gender identity, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, PassTime complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. PassTime will not discriminate or retaliate against applicants failing to disclose wage rate history in accordance with applicable law. PassTime will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. PassTime expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, genetic information, disability, or veteran status.