Job Title:

Job Description

Concentrix is an award-winning global company, recognized for our culture, diversity, leadership, and innovation. We help the world’s best brands to improve their businesses and better connect with their customers. Concentrix is growing, and we are looking for talented, compassionate people who are as fanatical about providing exceptional experiences as we are!

We are growing our team of case managers. This is a great opportunity for you to build a successful customer experience career.

What will you do in this role?

As a Remote Automotive Technical Support Representative on the Delivery Team at Concentrix, you will:

• Be responsible for the timely response to escalated cases.
• Respond to detailed product questions on the brand.
• Collaborate with the customer, dealership, or field support team to gather necessary details supporting the customer escalation.
• Review case details and assists with the coordination of services and support to resolve the customer escalation.
• Ensure case is documented and tracked for future follow up or audit.
• Collect information and conduct assessments on eligibility for goodwill spending in alignment with client guidelines.
• Create and maintain goodwill trackers to ensure appropriate goodwill is being offered to customers.
• Provide incident reporting and ongoing feedback and observations for corporate analysis and process enhancements.
• Foster and promote the spirit of teamwork while working with dealerships and field support teams.
• Define consumer needs by asking relevant Customer Relationship Management (CRM)/product questions.
• Capture CRM information for future marketing campaigns that are relevant and valuable to the consumers.
• Stay current with center procedures, product information and online resource tools.
• Communicate in written form (email/text chat) with consumers regarding products and programs supported
• Review and manage parts-related escalations and ensure appropriate communication with dealer and customer through resolution
• Effectively communicate internal review outcomes for out-of-warranty repairs to customers.
• Regularly and professionally interface with client to review current concerns.

Who You Are:

As a Remote Automotive Technical Support Representative your empathy, integrity, knowledge and unique compassionate style will bring value with every interaction. You also have:

• A quiet, distraction-free location to work from in your residence.
• A high school diploma or GED (General Education Development) and be at least 18 years of age.
• Your own high-speed internet (satellite and wireless hotspots are not approved), both of which will be tested and retested as needed as part of the application process.
• A smartphone which is required for security verification.
• Great customer service skills, computer and internet savvy, and comfort operating in several applications simultaneously.
• Prior experience in automotive industry and customer service with a minimum requirement of 1 year in a voice customer-facing role.
• The ability to be clear and concise with the English spoken language

What’s in it for you?

We invest in our people and teams for ongoing personal and career development so each career path is meaningful. In this role, you will be provided with:

• 
  The opportunity to work from the comfort of your home
• All equipment
• Customer Service Week activates
• World Clean-up Day, #MyOneEarthPromise and other opportunities to support our communities and world
• Wellness activities
• Remote Fun Events that celebrate Holidays, Theme days such as Beach Days, Hat Day, etc.
• Paid training
• Canada benefits – We have medical, dental, vision and EAP (Employee Assistance Program) for which you are eligible on the first day of the following month after three months of consecutive employment. We have single, couple and family coverage you can choose from depending on your needs
• We offer a group savings and retirement plan as an important component of your total rewards package. We have a combined Registered Retirement Savings Plan (RRSP) and Deferred Profit-Sharing Plan (DPSP). You can enroll in the plan on the first of the following month after 3 months of continuous employment. There is no limit to the amount you can contribute. After one year of service, Concentrix will contribute an amount equal to 50% of your contributions, to a maximum of 3%, into the DPSP plan Anything above 6% will go into the Voluntary RRSP
• The opportunity to shine in and grow your career with clear paths for development – we invest in you!
• Networking and leadership opportunities with Staff Resource Groups such as Network of Women, Black Professionals Network, Pride, and Ability.
• Mentorship programs to help you create the strong foundation to a rewarding career
• Global citizenship, sustainability and team event opportunities that help you make a difference in your community and beyond!
• Trained wellness partners to support you as well as wellness training opportunities
• The satisfaction of helping others every day
• Referral bonuses
• A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from and grow with

Together, let’s do something great!

If you find yourself smiling right now and this feels like the perfect next step in

your career, we want to hear from you! Apply today and find out why 300,000+ people around the globe choose to call Concentrix home.

We are proudly one team, one company, ‘One Concentrix’ and we invite you to join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Learn more:
Canada

Concentrix on Facebook | Concentrix on Instagram | www.concentrix.com

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties or skills.

Learn more:

@ConcentrixCAN on Facebook & Instagram | www.concentrix.com

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties, skills, or working conditions.

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