Truck Dealer Customer Experience Advocate Manager

Elmhurst, IL

Full Time

Manager/Supervisor

At TransChicago Truck Group, we keep the trucks and people that power our economy rolling. We’re a full-service commercial truck dealership representing Freightliner and Western Star by providing sales, service, and parts for the trucks that keep goods on the road. We’re a family-owned, fast-growing dealership group that values curiosity, teamwork, and growth. If you’re the kind of person who likes to learn by doing and see the impact of your work every day, you’ve found the right spot.

We're looking for a Customer Experience (CX) Advocate Manager to oversee our team of CX Advocates who are acting as the single point liaison with customers for the Dealer and DTNA Aftermarket experience. This person will provide guidance to customers on best utilizing the dealership and maximizing the value of DTNA’s portfolio of digital solutions available.

Essential Functions & Responsibilities:

Manage the CX Advocate team to ensure they are providing breakdown assistance – collaborating with other dealers on behalf of our customers to quickly move trucks through repair and ensure communication of status is in place via Service Tracker, etc.
Ensure the CX Advocate team is a single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
Understand and maximize the value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs; coach and educate customers on the digital tools and features available to them
Manage CX Advocate team on the utilization of Detroit Connect products/tools to provide an enhanced service experience, including but not limited to the use of Remote Diagnostics, Firmware Over the Air Updates (FOTA) and Parameter Updates (POTA) on behalf of our customers
Guide customer through truck walk around and provide familiarization of truck features and options
Navigate in cab HMI
Perform Regen
Utilize Smart Source App
Manage CX Advocate team to be sure they are supporting the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership.
Coordinate New Truck Orientation/Driver Training events with customers
Manage CPWA Process – Readiness evaluation, coordination with CPWA Warranty Manager and Fleet Advocate team to ensure smooth execution of agreement with all parties
Collaboration with DFCIC – Identifying opportunities to improve processes within the company to provide a more consistent and enhanced customer experience

Education and/or Required Experience:

Upon hire must complete CX Advocate Manager Certification within first 3 months
High School Diploma, GED or equivalent required
Proven customer support experience or experience as a client service representative
Strong understanding of dealerships business unit operations
Strong understanding of customer base business models
Strong technical knowledge of the vehicle – prior technician experience
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Strong technical and analytical skills - ability to analyze data and generate actionable insights
Ability to multi-task, prioritize, and manage time effectively
Works well with others with minimum supervision
Team oriented

Compensation & Benefits:

Compensation: $90,000-$110,000 annually. Compensation will ultimately 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: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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