Dealer CX Advocate/Manager - Job Description

Responsibilities

CX Advocates/Managers will ideally be able to deliver the following…

• Provide Breakdown assistance – collaborate with other dealers on behalf of your customers to quickly move their trucks through repair and ensure communication of status is in place via Service Tracker, etc.
• Single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
• Understand and maximize value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs
• Coach and educate your customers on the digital tools and features available to them
• Provide clear, consistent communication, leveraging communication tools such as Service Tracker
• Utilize Detroit Connect products/tools to provide an enhanced service experience
  • Setup & manage customer Detroit Connect account as a Fleet Advocate
  • Utilize Detroit Connect Remote Diagnostics to proactively provide service insights
  • Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer
  • Leverage safety and fuel analytics data to drive fleet management insights
  • Provide base level troubleshooting
  • Support new service activation and renewals
• Guide customer through truck walk around & provide familiarization of truck features and options
  • Navigate in cab HMI
  • Perform Regen
  • Utilize Smart Source App
• Be able to support the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership
• Identify & procure necessary parts within the network
• Vocational & Body Builder Support – body interfacing with chassis, parameters – engine, body and smartplex (Chec tool) - if applicable
• CPWA Management - if applicable
• Participate in co-creation events with OEM to improve customer experience

Qualifications / Skillset Requirements:

• 
  Upon hire must complete CX Advocate Manager Certification within first 3 months
• High School Diploma/GED or greater
• Proven customer support experience or experience as a client service representative
• Strong understanding of dealerships business unit operations
• Strong understanding of customer base business models
• Strong technical knowledge of the vehicle – prior technician experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Bilingual in Spanish is preferred
• Strong technical and analytical skills - ability to analyze data and generate actionable insights
• Ability to multi-task, prioritize, and manage time effectively
• Works well with others with minimum supervision
• Team oriented