Road Call Center Agent

Hours: Rotating shifts 8am-8:30pm OR 12am-8:30am

Communicates with all necessary parties to resolve breakdown issues, while ensuring drivers’ safety.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Ensures both the driver and equipment are safely removed from the road, and determines if the maintenance facilities in the area are qualified to handle breakdown issues.
• Assists drivers over the phone and via other communication devices with technical questions pertaining to the breakdown or damage of equipment.
• Obtains estimates for repairs, verifies any applicable warranties, and authorizes charges within approved limits.
• Examines locations of maintenance facilities to determine which would be closest to the site of the breakdown.
• Outstanding customer service and follow-up skills.
• Receives and carries out instructions.
• Maintains regular and predictable attendance.

KNOWLEDGE, SKILLS, AND ABILITIES

• Communicates effectively.
• Exhibits ability to read, write, talk, and hear; add, subtract, multiply, and divide; and lift and/or move up to 25 pounds as required.
• Uses computers and software programs proficiently.
• Mechanical experience a plus

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

1. Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.

2. Provide constructive guidance to other employees and representatives of third parties.

3. Contribute to providing the highest quality of products and services to customers.