Customer Service Representative
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Job Description
Customer Service Representative receiving emergency and non-emergency phone calls remotely. Entering data and coordinating with drivers for timely service and customer satisfaction.
Responsibilities:
- Answer telephones, receive emergency and non-emergency phone calls, record application information, direct calls, and take messages.
- Enter data in the computer system and maintain logs and records of calls, activities, and other information.
- Prioritize calls according to urgency and importance.
- Managing multiple breakdown situations on a daily basis.
- Understanding and providing an appropriate estimated time of arrival.
- Determine the status of the customer account and any payment needs prior to scheduling the work.
- Obtain authorization for all credit card payments and process credit card and charge account payments.
- Monitor the route and location of drivers to coordinate and prioritize their schedule.
- Coordinate road call requirements with appropriate teams and/or drivers all pertinent information to complete their road service request, issue miscellaneous purchase orders and make all required arrangements to facilitate the road call; complete follow up to be sure work is performed in a timely manner; follow up with customers to ensure satisfaction and locate additional service and repair opportunities.
- Communicate with customers, employees, and other individuals to answer questions, explain information relative to repairs being performed, schedule repairs, and address complaints.
- Estimate, schedule, prepare, and invoice repairs in a knowledgeable manner, open repair orders, reports, memos, letters, and other documents, using Google Sheets, Excel spreadsheets.
- Billing/Data entry for third-party vendors – prompt and accurate keying of information.
- Fast, accurate typing with experience in data entry.
- Incoming correspondence, including faxes and email.
- Initiate activities to stay busy and productive during downtime.
- Respond to internal inquiries in a timely manner.
- Support Customer Success Manager and Technicians with daily needs.
- Participate in on-call or after-hours coverage as needed.
- Ability to stay calm under pressure.
- Ability to multitask and support the fast-paced demands of our business.
- Demonstrating excellent phone skills to interact effectively with customers.
- Maintain a clean and organized office area. Other duties as assigned.
Requirements:
- High School Diploma (or GED or High School Equivalence Certificate)
- Intermediate knowledge level of Windows XP (excel, word and outlook)
- Active Listening: Giving full attention to what other people are communicating; taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
- Communicating: Conveying information to others in an effective manner.
- Time management: Managing one’s time and the time of others.
- Persuasion: Persuading others to change their minds or behavior.
- Service orientation: Actively looking for ways to help people.
Benefits:
- health insurance
- dental
- vision
- 401k
- life and AD&D
- paid time off
- holidays
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