Customer Support Roadside Assistance (OVERNIGHT) - TEKsystems

Description:

As a Customer Service Representative, you will be responsible for providing roadside assistance and handling the steps/protocols for broken down trucks. In this role, you will be responsible for handling all truck breakdowns from the initial intake call all the way through to the invoice/billing. There will be several outbound calls (5-7 on avg.) made during the lifespan of this case being closed. Service customers in need of emergency roadside assistance. Identify problems and determine the type of support needed to arrive at a solution. Arrange service response through a defined network of service providers, with a focus on driving business to our dealers.

- Avg. 35 calls per day

- Use Salesforce to close out cases

- Use maps to help pinpoint location of broken down trucks and advise nearest truck shop

- Calls are completely un-scripted

- Determine and deploy the appropriate service resource.

- Monitor job progress and provide timely updates to our customers.

- Document details of activity associated with each incident.

- Communicate effectively with various team members simultaneously to ensure appropriate actions are being pursued on behalf of the customer.

- Establish and assure method of payment.

- Provide non-emergency service scheduling for trucks and other support for contract maintenance customers.

Additional Skills & Qualifications:

Must Haves:

• 1+ year of customer service experience
• Computer efficiency (ie. ability to navigate multiple systems such as Salesforce)
• Ability to multitask (will be taking calls a different stages of their case)
• Excellent communication skills
• Problem solving/Critical thinking skills

Nice to Have:

• Automotive knowledge
• General geography knowledge
• Dispatching experience
• Salesforce knowledge
• Bilingual (Spanish or French) a big plus but not required

Work Environment

On-site in office call center (over 50 team members). 8hr shifts with a 30min lunch.

This is a call center environment meaning they will be stuck to their desk/headset for the duration of their 8hr shift.

TRAINING SCHEDULE:

For the first 6-8 weeks will work Mon-Fri 9:30AM-6:00PM with Sat-Sun off.

POST TRAINING SCHEDULE:

For their post training schedule, candidates must be flexible to be available 7 days a week. Will have a set schedule prior to training ending. Call center is 24/7 and coverage will be based on business need. Please confirm schedule availability overall. Will be working 40 hours a week within a 7 day time span.

DRESS CODE:

Dress code is business casual. Examples of appropriate clothing include everything from suits, business dresses, and blazers to slacks, skirts, khakis, sweaters, blouses and collared shirts including polo shirts. Tight or revealing clothing and athletic or gym gear including stretch leggings are considered inappropriate. Casual sandals, flip flops, and athletic shows are not acceptable footwear. Hats are not appropriate in the office accept head covers for medical or religious purposes.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

Medical, Dental & Vision

401(k)/Roth

Basic/Supplemental Life & AD&D

Short and long-term disability

HSA & DCFSA

Transportation benefits

Employee Assistance Program

Company Paid Time off or State Sick Leave

#prioritywest

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.