CCC Help Desk Agent

Company:Driven Brands

We invite you to join us at Driven Brands!

Headquartered in Charlotte, NC, Driven Brands (NASDAQ: DRVN) is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash.

With over 4,500 centers in 15 countries, Driven Brands is the parent company of some of North America’s leading automotive service brands including Take 5 Oil Change, Take 5 Car Wash, Driven Glass, Meineke, Maaco, CARSTAR, and more.  Our network services over 50 million vehicles annually and generates more than $5 billion in system-wide sales each year.

Our culture inspires high performance and innovation, enabling our employees to go further, faster in their careers. With amazing people and great brands, we confidently look forward to exciting growth ahead, and believe in following the values that support this vision.

JOB DESCRIPTION:

DrivenBrands is looking for a Remote IT Help Desk Agent.

Responsibilities

Respond to Help Desk tickets for 3 collision repair brands and provide accurate and exemplary resolutions in established timelines. 

Help desk tickets include, but aren’t limited to:

• Vendors - Add, modify or remove and/or activate for EPO, AM, Recycled
• User access - Add, modify or remove users for management software based on roles & requests
• Manage security roles and understand parameters based on Brand
• Profile Management – Insurance Co and Repair Facility, i.e. Carwise, UpdatePlus, RPS
• Create and manage shared reporting in the management system  
• Forms assistance
• General questions regarding use of management system software

Determine if Help Desk tickets can be handled by Help desk agents or require escalation or referral to proper department.

Follow-up on any outstanding tickets in queue to ensure prompt assistance.

Impacts on operations of Collison Repair Centers

• Parts Ordering EPO/Email/Call & efficiencies, preferred vendors, discounts, etc
• Parts Receiving EPO/Email/Call & posting, preferred vendors, discounts, etc
• Vehicle drop off – Authorizations & forms needed to ensure compliance
• File audit and management and closing – critical exceptions and why
• Re-open RO’s – why needed and critical nature
• Cancel RO’s - why needed and critical when applied costs -
• Production meetings/reporting

Skills

• Strong communication, both written and verbal
• Strong time management and organizational skills
• Adaptability and flexibility
• Strong customer service skills
• Ability to work independently
• Computer literacy
• MS Excel experience preferred
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on level
• Knowledge of the Collision Repair Industry helpful but not required
• Knowledge in call center or Help Desk processes helpful Experience with CCC One Management System a plus

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Position Location:

Compensation Range:

Compensation Frequency:

Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com