Job Description

The STAR Master Consultant's primary responsibility is to lead diagnostic support, manage complex cases, and drive continuous improvement in issue resolution and customer satisfaction, with a focus on emerging technologies and new product launches.

Responsibilities Include:

Assist and direct level 1 agents in diagnosing the root cause of customer concerns ensuring a successful resolution to the concern through repair guidance

Acts as a technical leader within the STAR Center, supporting agents and improving diagnostic quality

Maintain advanced knowledge of vehicle technology, STLA diagnostic procedures, and STAR case handling

Guide agents in diagnosing customer concerns and resolving issues through repair recommendations

Manages escalated cases, reviews STAR cases, and determines next steps including outbound calls and escalation

Provide biweekly feedback to Team Leads and Trainers on agent development and training needs

Support L2 cases, perform follow-ups, and use reports to identify cases needing escalation

Review closed cases weekly to identify emerging issues and repair trends

Supports root cause analysis and calibration efforts to improve Dealer satisfaction including coaching L1 agents

Focus for issue bucketing and new technologies

Support each new model launch and Field Early Warranty programs

Basic Qualifications:

High School Diploma or GED



3+ years of automotive repair experience (Stellantis dealership preferred)



Automotive Service Excellence Certifications, current or expired (ASE)



Knowledge of diagnostic and repair tools and dealer information software



Basic PC software knowledge including windows basics

Preferred Qualifications:

Previous call center agent experience



Associate or bachelor's degree



Ticket handling experience



Our Benefits -- Designed with You in Mind

Comprehensive Health & Well-being Coverage

From your very first day, you'll have access to medical, dental, vision, and prescription drug coverage -- ensuring you and your family stay healthy and protected.

Generous Paid Time Off

We believe in work-life balance. That's why we offer:

17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We help you plan for the future with:

An employer match on contributions to your 401k, Roth, and Catch-Up plans

An employer contribution, even if you don't contribute

Income Protection & Insurance Options

Benefit from included and optional disability, life, and other insurance programs -- because your peace of mind matters.

Company Vehicle Lease Program

Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Support for Your Growth and Giving Back

We believe in investing in your future and your passions:

Tuition reimbursement

Student loan refinancing programs

18 paid volunteer hours each year to make a difference in your community

And so much more!

When you join us, you're not just building a career -- you're joining a company that supports you, inside and outside of work.