Respond to Help Desk tickets for 3 collision repair brands and provide accurate and exemplary resolutions in established timelines.
Help desk tickets include, but aren’t limited to :
Vendors - Add, modify or remove and / or activate for EPO, AM, Recycled
User access - Add, modify or remove users for management software based on roles & requests
Manage security roles and understand parameters based on Brand
Profile Management – Insurance Co and Repair Facility, i.e. Carwise, UpdatePlus, RPS
Create and manage shared reporting in the management system
General questions regarding use of management system software
Determine if Help Desk tickets can be handled by Help desk agents or require escalation or referral to proper department.
Follow-up on any outstanding tickets in queue to ensure prompt assistance.
Impacts on operations of Collison Repair Centers
Parts Ordering EPO / Email / Call & efficiencies, preferred vendors, discounts, etc
Parts Receiving EPO / Email / Call & posting, preferred vendors, discounts, etc
Vehicle drop off – Authorizations & forms needed to ensure compliance
File audit and management and closing – critical exceptions and why
Re-open RO’s – why needed and critical nature
Cancel RO’s - why needed and critical when applied costs -
Production meetings / reporting
Strong communication, both written and verbal
Strong time management and organizational skills
Adaptability and flexibility
Strong customer service skills
Ability to work independently
MS Excel experience preferred
Comfortable working in fast-paced environments
Troubleshooting skills, either basic or advanced, depending on level
Knowledge of the Collision Repair Industry helpful but not required
Knowledge in call center or Help Desk processes helpful Experience with CCC One Management System a plus
This is a 1 year contract position (maternity leave).