Customer Experience Truck Fleet Advocate

Customer Experience (CX) Fleet Advocate

TransChicago is seeking a Customer Experience (CX) Fleet Advocate to facilitate timely communication and repair progress updates to customers. This role will partner with the customer base to provide continuous feedback and access to repairs, guiding and expediting truck repairs.

• Review estimates and repairs for correct warranty processing.
• Seek policy assistance when merited.
• Track failure patterns and pursue resolutions.
• Partner with location Service teams to guide and expedite truck repairs.
• Cook up expedited parts orders, technical and field support, as needed.
• Maintain an eye on trucks down for activity.
• Track and expedite campaigns.
• Meet with customers to explain repairs.
• Train customers on proper maintenance, inspection, new technologies and continuing education.
• Support customer maintenance programs.
• Review invoices for accuracy.
• Provide customer technician and driver training on site.
• Virtual technician and connectivity follow up.
• Review Pre-Delivery Inspection (PDI)/New Truck Program (NTP) work in process and follow up.
• Account set up and support.
• Quality/factory interface.
• Direct warranty: parts, CPW, etc.

Requirements

Essential functions and responsibilities include:

• 8+ years of sales experience, product support, or technical product knowledge.
• 1+ years of experience as a technical support lead, such as Lead Technician.

Compensation & Benefits

Compensation: $60,000 - $75,000 base salary. Compensation will be determined based on experience, competencies, certifications, and education.

• Benefits:
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• Disability Insurance
• Flexible Spending Account (FSA)
• 401(k) with company match
• Paid Time Off (PTO)
• Paid Sick Time
• Paid Holidays

Additional voluntary benefits: Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance.

About the Role

TransChicago is a family-owned, fast-growing commercial truck dealership representing Freightliner and Western Star. We provide sales, service, and parts for businesses in the Chicagoland area. We value curiosity, teamwork, and growth.

Qualifications

We are looking for someone who likes to learn by doing and sees the impact of their work every day. You've found the right spot if you're the kind of person who enjoys learning through hands-on experience and seeing the results of your efforts.

Skills

The ideal candidate should have strong communication skills, excellent problem-solving abilities, and a passion for helping others succeed. They should also be able to work independently and as part of a team, and have a keen eye for detail.

Benefits

TransChicago offers a comprehensive benefits package, including medical, vision, dental, life and AD&D insurance, disability insurance, a flexible spending account, a 401(k) with company match, paid time off, paid sick leave, paid holidays, and additional voluntary benefits like an Employee Assistance Program (EAP), accident coverage, critical illness, cancer insurance, pet insurance, and identity theft insurance.

TransChicago is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.