EPITEC
Epitec is seeking a Dealer Chat Agent to join our automotive client's team. As a Dealer Chat Agent, the candidate will provide live chat assistance to dealers, offering general support and playing a key role in client programs.
This is an ongoing W2 contract
This is a hybrid position in Smyrna, TN (Mon - Thurs onsite, Fri remote)
This position offers $25/hour, 10 days PTO, 16 Paid Holidays, medical contributions (if desired), dental/vision, 401(k) retirement savings plan
Responsibilities
Provide real‑time chat support to dealership service, parts, and warranty teams, addressing general maintenance, service, and repair inquiries.
Navigate and research Service Manuals, TECH LINE cases, ASIST, and internal resources to deliver accurate guidance.
Support the LenZ program, including onboarding new dealers, managing enrollments, assisting with platform usage, and promoting proper adoption.
Document and manage all support cases, updating Salesforce reports/dashboards and ensuring accurate record‑keeping.
Create and update PowerPoint presentations, Excel reports, meeting materials, and other documentation for internal teams and leadership.
Provide non‑diagnostic technical assistance to dealers via outbound calls and initiate Tech Link remote sessions for PC and technical issues.
Assist with departmental initiatives including PEEK training coordination, Tech Alerts creation, and other support tasks as assigned.
Qualifications
2+ years of experience in a professional environment; automotive service, parts, or IT support experience strongly preferred.
Strong interpersonal and communication skills with the ability to manage multiple time‑sensitive tasks.
Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); Salesforce experience preferred.
Ability to learn and use department applications such as CONSULT, Webex, ASIST, EPC, and NNAnet.
Typing speed of 40+ WPM and strong documentation habits.
High school diploma required; AA degree or relevant technical coursework preferred.
Strong problem‑solving skills with the ability to view decisions from the customer’s perspective and recommend appropriate actions.
Seniority Level Associate
Employment Type Contract
Job Function Customer Service
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This is an ongoing W2 contract
This is a hybrid position in Smyrna, TN (Mon - Thurs onsite, Fri remote)
This position offers $25/hour, 10 days PTO, 16 Paid Holidays, medical contributions (if desired), dental/vision, 401(k) retirement savings plan
Responsibilities
Provide real‑time chat support to dealership service, parts, and warranty teams, addressing general maintenance, service, and repair inquiries.
Navigate and research Service Manuals, TECH LINE cases, ASIST, and internal resources to deliver accurate guidance.
Support the LenZ program, including onboarding new dealers, managing enrollments, assisting with platform usage, and promoting proper adoption.
Document and manage all support cases, updating Salesforce reports/dashboards and ensuring accurate record‑keeping.
Create and update PowerPoint presentations, Excel reports, meeting materials, and other documentation for internal teams and leadership.
Provide non‑diagnostic technical assistance to dealers via outbound calls and initiate Tech Link remote sessions for PC and technical issues.
Assist with departmental initiatives including PEEK training coordination, Tech Alerts creation, and other support tasks as assigned.
Qualifications
2+ years of experience in a professional environment; automotive service, parts, or IT support experience strongly preferred.
Strong interpersonal and communication skills with the ability to manage multiple time‑sensitive tasks.
Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); Salesforce experience preferred.
Ability to learn and use department applications such as CONSULT, Webex, ASIST, EPC, and NNAnet.
Typing speed of 40+ WPM and strong documentation habits.
High school diploma required; AA degree or relevant technical coursework preferred.
Strong problem‑solving skills with the ability to view decisions from the customer’s perspective and recommend appropriate actions.
Seniority Level Associate
Employment Type Contract
Job Function Customer Service
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