Dealer Family CX Advocate

Transchicago Truck Group - Elmhurst, IL

Full-time - Mid Level

Onsite - Elmhurst, IL

Merchant Wholesalers, Durable Goods

About the position

The Dealer Family CX Advocate position is a full-time role based in Elmhurst, IL, primarily responsible for overseeing the Customer Experience (CX) Advocate team, which includes CX Advocates, CX Advisors, and CX Administrators. The main goal of this position is to ensure that the CX team serves as a single point of contact for dealers and the DTNA Aftermarket experience. This involves providing breakdown assistance and maximizing the value of DTNA's digital solutions portfolio available to customers. The role requires effective management of the CX Advocate team to ensure they are delivering timely breakdown assistance, collaborating with other dealers to facilitate quick repairs, and maintaining clear communication with customers regarding the status of their vehicles through tools like Service Tracker. In addition to managing the team, the CX Advocate will be responsible for coaching and educating customers on the digital tools and features available to them, ensuring they understand how to utilize products such as Detroit Connect, Remote Diagnostics, Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA). The position also involves guiding customers through truck features and options, conducting New Truck Orientation and Driver Training events, and ensuring that the CX Advisor is well-versed in OEM Extended Warranty coverages and other support offerings. The CX Advocate will also manage the CPWA process, coordinating with the CPWA Warranty Manager and Fleet Advocate team to ensure smooth execution of agreements. Collaboration with the DFCIC is essential to identify opportunities for process improvements that enhance the overall customer experience. This role requires a strong understanding of dealership operations, customer business models, and technical knowledge of vehicles, making it crucial for the CX Advocate to have prior technician experience and DTNA product knowledge.

Responsibilities

• Oversee the CX Advocate team to ensure effective breakdown assistance is provided.
• Collaborate with other dealers to facilitate quick repairs and maintain communication with customers via Service Tracker.
• Serve as a single point liaison for the Dealer and DTNA Aftermarket experience.
• Coach and educate customers on the digital tools and features available to them.
• Manage the utilization of Detroit Connect products/tools to enhance service experience.
• Guide customers through truck features and options, including in-cab HMI and Smart Source App.
• Support the sales process by providing knowledge on technology and tools associated with the truck and dealership.
• Coordinate New Truck Orientation and Driver Training events with customers.
• Ensure CX Advisor understands OEM Extended Warranty coverages and other support offerings.
• Manage the CPWA process, coordinating with relevant teams for smooth execution of agreements.
• Identify opportunities for process improvements to enhance customer experience.

Requirements

• High School Diploma/GED or greater.
• Proven customer support experience or experience as a client service representative.
• Strong understanding of dealership business unit operations.
• Strong understanding of customer base business models.
• Strong technical knowledge of vehicles; prior technician experience is required.
• DTNA product knowledge and experience is required.
• Excellent communication and presentation skills.
• Strong technical and analytical skills with the ability to analyze data and generate actionable insights.
• Ability to multi-task, prioritize, and manage time effectively.
• Team-oriented with the ability to work well with others with minimum supervision.

Nice-to-haves

• CX Advocate Manager Certification (to be completed within the first 3 months of hire).