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Dedicated Technical Support Lead (Auto Reconditioning)



IT, Customer Service
Stafford, TX, USA
Posted on Tuesday, September 5, 2023

For too long, buying or selling a used car has been a headache and a hassle. But at Vroom, we’re changing the game: our innovative end-to-end ecommerce platform and data-driven technology brings all phases of the vehicle-buying and selling process to consumers wherever they are. Our success is only possible with the help of our hardworking Vroommates, who drive better customer experiences every day. Vroom is an exciting, dynamic workplace, and there's no better time to join the team.

Base Pay Range:

$52,813.00 - $79,219.00

Job Summary:

Join Vroom as a Dedicated Technical Support Lead and become an integral part of our customer journey. In this role you’ll be the automotive expert ensuring our customers get a quick resolution for any concerns that arise with their newly purchased vehicles.

Key Responsibilities:

  • Work with Vroom’s customer support team and repair shops to facilitate mechanical and cosmetic repairs.

  • Analyze repair estimates and invoices to verify repairs and manage cost.

  • Provide technical support to our customer service team as well as other groups within the company as needed.

  • Occasionally, engage directly with customers to explain and address their questions and concerns.

  • Research reconditioning processes and compare them to post-sale recommendations.

  • Work with our purchasing team to verify the condition of vehicles.

  • Uphold Vroom's reconditioning standards with unwavering commitment to great customer service.

Must-Have Skills:

  • Minimum of 3 years of experience in automotive diagnostic and repair role.

  • The ability to understand and research diagnostic protocols.

  • Basic computer skills to navigate the digital realm effortlessly.

  • The ability to convey technical wisdom for unparalleled customer satisfaction.

  • An understanding of mechanical and cosmetic repair costs.

  • Self-driven work ethic with exceptional self-management skills.

  • Good written and verbal communication skills across various platforms (i.e. phone, email, slack).

  • The ability to work effectively in a team environment.

  • A friendly and approachable demeanor.

  • Ability to work both remotely and in-office.

Preferred Skills:

  • Previous customer service experience to further elevate our customer interactions.


Commitment to Diversity and Equal Employment Opportunity

Vroom is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

Vroom maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

Vroom likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices.

Vroom complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

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