What are the responsibilities and job description for the Customer Support Technician 1 position at OPUS IVS Inc?
Company Overview
Opus IVS helps shops repair complex vehicles fast with diagnostics, programming and live repair guidance from OE brand-specific master technicians. Opus IVS is committed to helping mechanical and collision shops complete repairs with intelligent vehicle support today, for a safer world tomorrow.
Opus IVS is the Intelligent Vehicle Support division of Opus Group, formed through the industry-leading acquisitions of DrewTech, Autologic, Farsight, BlueLink, and AutoEnginuity to address the evolving needs of independent repair shops, giving them the confidence to get the most complex vehicles back on the road safely and fast without having to send work out to the dealer.
We're always interested in dynamic, entrepreneurial people who want to make the Opus IVS difference for independent shops.
At Opus IVS, we offer our employees a host of additional compensation and benefits, including but not limited to:
- Paid Time Off and Floating Holidays
- Medical, Dental and Vision Insurance
- Company-Paid Life and Disability Insurance
- College tuition reimbursement
- Competitive 401k match
- Commission/Bonuses
- Referral bonuses
- Career advancement opportunities.
Job Overview
This position accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment.
Responsibilities and Duties
- Answering all inbound phone calls
- Answering inbound Phone requests from clients in a timely fashion
- Documenting customer interactions properly within the CRM as a matter of record
- Provide accurate information to customers using online OEM resources as needed
- Programming Vehicle ECUs correctly
- OE scanning vehicles correctly
- Positive position the value of the solution(s) provided
- Troubleshooting all Opus IVS products/services
- Other duties as assigned
Qualifications
- High School and successful customer service experience
- Strong Windows Operating System Familiarity
- Microsoft Office familiarity
- Superior customer service skills
- Strong problem-solving capabilities
- Ability to communicate effectively both verbally and in writing with customers
- Ability to multi-task
Preferred Qualifications
- OE/Dealer level diagnostic and programming experience
- Automotive Repair experience/education
- ASE Certification(s)
- Call Center experience
- Familiarity with SLAs and meeting Metrics
- Familiarity with pre/post scanning of automobiles
- Collision automotive experience
- Bilingual a plus but not required
Physical Requirements
- Must be able to hear on a telephone and at times with others speaking
- Work is in a temperature-controlled office