Customer Service Specialist I

About the role

Interacts with IGSS retail and fleet customers via phone and email to resolve software/hardware related issues with IDSS (Isuzu Diagnostic Service Systems). Monitors all retail and wholesale orders, and assists in helping customers resolve issues with e-commerce orders.

Responsibilities

• Answers the IDSS technical support line for USA and Canada commercial vehicle market dealers, E-IDSS (engine) users, and aftermarket retail IDSS subscription holders.
• Provides remote technical support over the phone and internet.
• Troubleshoots hardware and software issues for E-IDSS, including but not limited to install problems, web updater problems, no communication, registration keys reissue, programming errors, and hardware repairs.
• Assists as needed in the fulfillment of website (dealer and aftermarket) orders.
• Supports the coordination of parts ordering and inbound and outbound shipment logistics.
• Performs miscellaneous job-related duties as assigned.

Requirements

• Associate's degree or equivalent directly related work experience
• Minimum three years of customer service experience
• Technical/customer relations training courses

Qualifications

• Technical product knowledge
• Dealership operations
• Consumer relations
• General understanding of product liability laws including lemon laws and arbitration

Skills

• Proficient PC skills in Microsoft Office applications
• Strong verbal and written communication skills
• Ability to work independently while meeting objectives and expected results
• Conflict resolution and negotiation skills
• Team/interpersonal skills

Physical Standards

The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports, or records, typically weighing 5 lbs. or less.

Pay

The pay scale for this position is between $25.14 and $30.79 per hour. The actual compensation will be determined based on experience and other factors permitted by law.

Benefits

• Comprehensive Health Coverage: Medical, dental, vision, and fertility benefits to support you through every stage of life
• Fertility & Family-Building Support through WIN Fertility: Includes Adoption & Surrogacy Benefits, WINMaternity, and PowerPause, offering up to $25,000 in lifetime benefits for fertility-related services such as IVF, IUI, and preconception support
• Generous Time Off: Paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need
• Smart Retirement Planning: 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC)
• Peace of Mind: Company-paid Basic Life and AD&D Insurance, as well as Travel Insurance
• Wellness Program: Access a variety of tools and resources designed to support your physical and mental well-being
• Tuition Reimbursement: Pursue continued education with financial support for job-related coursework, degree programs, and professional growth
• Exclusive Employee Discounts: Save on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more