Automotive Mechanical Systems - RSA

Job Description

The BMW Roadside Assistance (RSA) Automotive Diagnostic Agent will be responsible for providing technical product support to clients and customers of BMW. The Automotive Diagnostic Agent will use advanced troubleshooting and problem solving skills along with BMW Roadside Assistance technical knowledge to assist customers in case of a breakdown.

Will have a full understanding of the BMW RSA program and be able to troubleshoot possible outcomes for service dispatch.

• Handle inbound and outbound phone calls with support of BMW BASE, ASD tools

• Conduct research to understand, explain, and resolve technology issues

• Ensure response times are quick and effective to appropriately resolve requests

• Full understanding of BMW RSA program

• Learn and understand Policy and procedure

• Exclusions awareness

• Act as the point of contact for all Specialists on duty during your shift as well as the point of escalation for any situation on the production floor

• Consistent communication with the team regarding Client and Customer needs, updates and changes

Qualifications

• Auto shop experience is preferred

• Eight of the nine ASE courses completed and have certificate documenting training

• Minimum of High School Diploma

• Associates or Bachelors preferred

• No experience working in a call center environment required

• Candidates will receive basic call training

• Proficient in Microsoft Office and web based applications

• Strong interpersonal and organizational skills

• Exhibit high level of professionalism in interactions with colleagues, Team Leaders, Operations Managers, etc.

• Must provide excellent customer service

• Must have professional phone etiquette

• Problem solving and decision making skills and sound judgement

• Willing to learn automotive systems and stay updated in automotive technology

• Willingness to learn and grow with the program

• Positive and ability to help others

• Extended and/or weekend hours maybe be required

• Bilingual in English and Spanish AND/OR Portuguese