Customer Care Center Analyst – Level I
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Job Description
Customer Care Center Analyst providing support for GPS solutions at PassTime. Effectively communicate with customers, manage inventory, and resolve queries.
Responsibilities:
- 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.
Requirements:
- 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.).
Benefits:
- 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.
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