Overview:
MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.
Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.
Responsibilities:
Summary
The Recall Repair Specialist will be responsible for effectively managing a territory to ensure that critical Takata airbag recalls, and other Original Equipment Manufacturers (OEM) repair initiatives assigned are completed, or cases closed on identified vehicles in their assigned geography.
Essential Job Functions:
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Conduct field canvassing, “door knocks” and face-to-face visits at identified addresses to facilitate repairs or close cases with required documentation
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Utilize MarketSource Salesforce.com Dashboard to review repair case assignments and closures
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Subject matter expert on Takata Airbag Recall and/or other repair information
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Complete, upload, and record all information to specific requirements in Salesforce.com
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Utilize mapping and route optimization tools to effectively maximize productivity
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Educate VIN owners on the extreme importance of getting their vehicles repaired
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Overcome hesitancy and resistance from Vehicle owners facilitating repairs
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Develop relationships and work closely with assigned dealerships in designated markets and field team members
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Contact or visit other locations as assigned
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Conduct investigative work to verify the accuracy of identified outcomes from call reports
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Utilize databases and additional resources to find supporting documentation that substantiates or updates outcomes
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Utilize available online resources to identify the location, owner, and disposition of identified target.
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Conduct follow-up calls to validate phone numbers and/or schedule appointments for the field team
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Document results of research in Salesforce.com or another database as directed
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Must complete and maintain required certification to complete mobile repairs.
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Obtain the owner’s permission and conduct specifically authorized repair(s) to identified targeted vehicles. Strictly follow manufacturers’ training and procedures for the make, model, and year of the identified vehicle.
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Obtain, and keep secure replacement parts and tools according to current procedure and policy.
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Return defective or replaced parts according to current policy, and complete necessary documentation.
Qualifications:
Required Knowledge, Skills, and Abilities:
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Proven experience interacting with customers in person, via phone call, text, and email
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Effective communication and organization skills
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Ability to work independently in the field with limited supervision
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Ability to analyze and utilize key information to create territory action plans to achieve business objectives
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Ability to make independent decisions in the field positively impacting business objectives
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Excellent written, verbal, and communication skills
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Ability and willingness to conduct presentations to both small and large groups of people, to a diverse audience including, Dealership personnel, customers, and community leaders
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Strong interpersonal skills
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Ability to work a non-traditional schedule, weekends, and evenings
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Bilingual desired (English/Spanish)
Job Requirements:
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High School Diploma or equivalent
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3+ years of work experience
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Automotive technician background preferred; or proven technical acumen required for mobile repair certification
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Must have reliable transportation to perform essential functions within an assigned geographic area
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Valid Driver’s License
Additional Job Requirements
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Frequently position self to get in and out of a vehicle
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Frequently position self to work in tight or restrictive spaces when completing mobile repairs
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Must be able to remain in varying prolonged positions while completing mobile repairs
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Regularly ascend and descend stairs
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Frequently move objects weighing up to twenty pounds
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Consistently work in outdoor weather conditions
Additional Information:
MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email [email protected].
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
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Medical, dental & vision
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401(k)/Roth
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Insurance (Basic/Supplemental Life & AD&D)
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Short and long-term disability
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Health & Dependent Care Spending Accounts (HSA & DCFSA)
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Transportation benefits
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Employee Assistance Program
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Time Off/Leave (PTO, Vacation or Sick Leave)
San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.
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