Customer Support Technician

Description

Company Overview

At Opus IVS, our mission is to drive advancement in the automotive industry by assisting customers with complex vehicle repairs. Guided by our core values of Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven approach, we continually strive to develop advanced technology that empowers us to fulfill our mission. 

Opus IVS technology & products has been a leader in the industry since the late 90’s. Opus IVS offers modern collision shops an integrated platform of leading diagnostics and calibration solutions, anchored by expert technicians and cutting edge, patented technology.

Position Summary

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:

• 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

Requirements

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

WHAT WE OFFER:

• Competitive Pay: We know your value and we’re not afraid to pay for it. We offer a competitive total compensation plan including salary, bonuses, tuition reimbursement, and a match contribution to your 401k.
• Time Off: Besides our competitive paid time off package, employees receive paid holidays and floating holidays.
• Benefits: We offer a comprehensive benefits package, including all the necessities such as medical, dental, and vision. 
• Opportunity: to be a part of a fast-growing company working to make the world safer!

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by state, federal, or local law.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.