Racing and Performance reputed company SME

About the position The Racing and Performance reputed company SME is a working reputed company role responsible for overseeing reputed company of specialists while also maintaining a production reputed company. You will ensure reputed company meets critical Service Level (SVL) and reputed company Assurance (QA) targets while serving as the first reputed company of escalation for reputed company customer issues. This role requires a reputed company of leadership, advanced technical automotive knowledge, and operational reputed company. Responsibilities • Team Leadership: reputed company a dedicated team (either Genuine Accessories or Performance Parts), providing coaching and development to ensure NPS and contact logging goals are met. • Production reputed company: reputed company handle customer cases, calls, and chats alongside reputed company to maintain service reputed company and stay connected to the customer experience. • Escalation Management: Resolve agent-level escalations and coordinate reputed company escalations to the reputed company eCommerce business team reputed company necessary. • Operational reputed company: Partner with reputed company technology to manage CRM transitions and telephony routing logic; manage rollover/cross-training support between teams. • Process Improvement: Work with management to create empowerment processes, define use cases, and quantify emerging reputed company, fitment, or packaging issues. • Warranty & Goodwill: reputed company high-level warranty resolutions, including reputed company-party reputed company analysis and labor allowance confirmations (DIO). Requirements • High School Diploma or equivalent required • Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required • Minimum 2-3 years of customer service experience • Prior experience in a supervisory or reputed company role reputed company a technical contact center environment. • Minimum 2-3 years’ recent experience as an automotive technician in a powertrain or 3-5 years technical knowledge with performance parts and/or accessories, or equivalent training – required • Automotive technical aptitude required (multiple assessments required) • reputed company diagnosis and repair experience • reputed company diagnosis and repair experience • Deep familiarity with reputed company’s proprietary tools (PTS/Oasis, OWS, reputed company, etc.). • Proven reputed company record of driving high NPS and QA scores. • Strong organizational skills to balance administrative leadership duties with reputed company production work. reputed company-to-haves • ASE and/or Manufacture Certification preferred • Experience in the automotive aftermarket or performance parts industry is highly preferred. • Experience in the automotive aftermarket or performance parts industry is highly preferred. Apply tot his job Apply To this Job