Customer Care Center Analyst – Level I

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Effectively communicate with all customers and end users of PassTime in a professional and courteous manner.

• Ability to meet and/or exceed all service metrics and quality standards set by PassTime.

• Knowledge of all processes and procedures related to PassTime's products and services, including security, airtime renewal, final code, and placing product orders.

• Execute special projects, such as converting devices and modifying functionality.

• Comprehensive understanding of all legacy systems at PassTime.

• High proficiency in customer addition, package purchasing, inventory management, and detailed knowledge of reports and contracts.

• Complete understanding of STS, which includes adding, adjusting, and changing package types within PassTime's inventory management system.

• Fully adept at utilizing the CRM system, including case creation, account location, and invoice retrieval.

• Thorough understanding of the time stamp process.

• Competent in identifying all codes and functions associated with each service package.

• Extensive knowledge of the rationale behind code generation.

⛳️ Requirements

• A High School Diploma or equivalent is required.

• A Bachelor's degree in a relevant field such as business administration, communications, or a related discipline is preferred.

• A minimum of 2 years of experience in a call center environment, ideally in an analytical or reporting capacity.

• Ability to physically install PassTime devices in vehicles.

• Full understanding of all functionalities of PassTime service packages.

• Ability to recognize warning sounds (low battery, positive, negative, regular warning, disable warning).

• In-depth knowledge of the Elite device states in relation to the service package.

• Strong critical thinking and analytical skills to ascertain reasons for vehicle starting issues.

• Capability to identify reasons for vehicle starting problems related to wiring, security systems, intermittent starts, auto on/off start systems, and other ignition/starter issues.

• Understanding of the wiring schematics associated with the harness and device.

• Ability to access technical sites and effectively communicate and disseminate information to customers.

• Knowledgeable in communicating the device’s power consumption requirements and its impact on the vehicle.

• Understanding of how to turn GPS functionality on/off and articulate the benefits to customers.

• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, etc.).

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Immediate eligibility to participate in the company 401(k) program.

• Paid Time Off: 10 days per year for new employees, with PTO accrual based on years of service.

• Flexible working hours.