Detail View

Customer Advocate

Cedar Rapids, IA

Job Information

Customer Advocate

General Purpose: Responsible for proactively and re-actively helping support customer breakdowns. Serves as the main contact with the service department and the customer breakdown department. Manages the numerous interactions required to affect specific repairs and reduce the downtown to enhance the customer's experience. Monitors and manages a high volume of all communication between our service department, our management/technical services, and a customer regarding specific repairs. Keeps the customer informed about the status of each repair, and the estimated time to the next repair milestone. When a repair is not meeting a customer's expectations, determines if the situation warrants escalation to dealer or Thompson management.

Essential Duties and Responsibilities:

Proactively read health reports and advise customer regarding how to handle. Follow up on customer repairs being done on the road. Keeps the communication with customer and repair facilities flowing. File and track warranty claims. Other duties and responsibilities as may be assigned from time to time.

Education & Experience Required:

Bachelor's Degree and at least 1 year's technical truck/automotive or direct customer service experience.


Associate's degree and at least 3 years technical truck/automotive or direct customer service experience.


At least 5 years of technical truck/automotive and direct customer service experience.

Required Skills and Abilities:

Ability to read and understand International health report. Strong communication skills. Ability to document conversations. Familiarity with commercial truck/bus/diesel engine products. Familiarity with Thompson warranty process, customer warranty coverage's, and the parts ordering process. Interpersonal savvy – relates well to all personalities, internally and externally.

Please submit your resume to

Posted 10/14/16

Job ID: 20482530
Mactive ID: 36517