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28 Sep 2020

Full-Time Mopar Vehicle Protection Pre-Authorization Agent

MSX International – Posted by MSX International Troy, Michigan, United States

Job Description

SUMMARY

The Mopar Vehicle Protection Pre-Authorization Agent will receive and respond to U.S. dealer phone calls in an accurate and timely manner. The MVP agent will verify that the vehicle has an active service contract, confirm owner information and review the vehicle repair concern to ensure it is covered under the customer’s service contract. It will also be necessary to review the vehicle repair history to verify that the current failure is not related to a previous repair attempt. Dealer/customer satisfaction is also extremely important in this role. Empathizing and building rapport with dealership personnel is vital to ensure to continuity of Mopar Vehicle Protection Service Contract sales. There is a strong possibility that this role will also be conducted through additional means such as Live Chat and email/web based dealer submission methods.

Primary Duties:

  • Take inbound calls from dealerships
  • When additional research is required, make outbound calls to dealerships to resolve outstanding issues
  • Must have strong attention to detail when listening and speaking to dealerships, and using company systems to process their information
  • Utilize training resources and internal sites as required
  • Build relationships with dealerships to provide excellent customer experiences to every dealership, every time
  • Use critical thinking skills to process complex situations and provide personalized resolutions

 

Skills/Qualifications:

  • 2 years of post-high school education, technical training or equivalent, relevant work experience
  • At least 1 year of Customer Service experience in a call center environment or dealership
  • Recommended to be ASC certified and/or other auto mechanic certifications
  • Management personnel to have technical experience
  • Relevant automotive industry experience preferred
  • Ability to communicate technical concepts to both technical and non-technical audiences
  • Ability to work a flexible schedule (Mornings, Afternoons, Evenings, and Saturdays)
  • Ability to function well in a fast paced/structured environment/ think on your feet
  • Self-managed and disciplined
  • Ability to communicate in a clear and effective manner, both verbally and in writing
  • Display typing and computer skills
  • Ability to multi-task by reading, typing and maneuvering through applications while engaging customers in conversation
  • Ability to demonstrate empathy and understanding
  • Experience working in a team environment

How to Apply

If you are interested in this opportunity, please apply here: https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=4998&company=msxinterna  

Job Types: Full-Time.

Job expires in 19 days.

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