Auto Uptime Advocate (Remote - Michigan)
About the Role • Location Remote – Michigan residents* If you are a great communicator and enjoy troubleshooting and helping connect people with solutions, this could be a great career move for you – especially if you're interested in working from home! As a remote Auto Uptime Advocate at Morley, you will assist dealers with critical orders, products, services and questions. This is more than just another automotive job – it's a chance to make a difference in the industry with a leading truck manufacturer! Bring your sense of detail and background in customer service, vehicle / technical knowledge, case management or a degree and we'll train you remotely to help you succeed in your role. • What You’ll Do • Interact with internal client departments and dealerships using telephone, email and case management software • Review and update cases on part orders • Log calls and update dealer order / case records • Use your interpersonal skills and technical product knowledge and expertise to respond to daily customer-centric activities • Serve as the primary contact for dealership service departments and the client’s customer breakdown department • Manage cases, tracking the many interactions required for specific repairs • Reduce downtime to enhance customers' experience and overall satisfaction • Conduct outbound calls and update case files • Offer timely and accurate solutions through inbound and outbound conversations (including phone calls, chats, emails and other communications as needed) while keeping a positive and upbeat attitude • Questions Before You Apply? Live chat with a Morley Talent Acquisition (TA) Specialist (careers.morleycompanies.com | chat hours M-F 8 a.m. • 5 p.m. Eastern time; closed on some holidays | TA will respond to after-hours questions the next business day). Skills for Success • Required Skills • Able to • Effectively complete complex tasks • Work autonomously within established procedures on complex assignments that required independent action and a high degree of initiative • Generate innovative solutions to complex problems • Anticipate patterns and links; look beyond the direct problem to the wider implications • Skills needed • Basic automotive knowledge • Case handling skills • Interpersonal and communication • Organization • Eligibility Requirements • Education and experience • High school diploma or equivalent plus 8 or more years of technical truck / automotive and direct customer service experience* • Or - • Associate degree plus 6 or more years of technical truck / automotive and direct customer service experience* • Or - • Bachelor’s degree plus 4 or more years of technical truck / automotive and direct customer service experience • (Direct customer experience = Previous dealer experience, auto parts handling, case handling and customer interaction)* • Familiar with a variety of work processes / activities (typically through job-related training and extensive on-the-job experience) • Available to work shifts taking place between these hours of operation • Monday - Friday 8 a.m. • 9 p.m. Eastern / 7 a.m. • 8 p.m. Central / 6 a.m. • 7 p.m. Mountain / 5 a.m. • 6 p.m. Pacific time • Saturday 8 a.m. • 4 p.m. Eastern / 7 a.m. • 3 p.m. Central / 6 a.m. • 2 p.m. Mountain / 5 a.m. • 1 p.m. Pacific time • Must be able to stick to the schedule reliably, as some queues are time sensitive • Nice to Have • Experience monitoring automotive repair activity • Remote Work Requirements • Michigan resident • Secluded and distraction-free work environment • Required internet setup • High-speed internet delivered through a wired provider (cable or fiber) • Computer must be physically connected to your modem / router using an Ethernet cable • Wireless, 5G and satellite connections are not supported Why Morley? At Morley, your paycheck is just the start – add in health coverage, wellness resources and financial benefits, and you get a total compensation package designed to support you in work and in life. • Health & Wellness Benefits • Medical and prescription coverage • Dental and vision insurance • Paid time off • Associate wellness program with rewards for annual checkups • Programs to quit tobacco use and manage chronic conditions (e.g., Apply To this Job