[Hiring] Customer Care Center Analyst Level I @PassTime

Role Description

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.

• 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.

Qualifications

• 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.).
• 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.

Benefits

• 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.