Call Center Representative

Responsibilities

• Assist customers who are experiencing a vehicle breakdown
• Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow‑up, and vehicle status updates
• Improve the quality and consistency of customer communications and ensure customers’ expectations are met
• Drive improvement of Customer Satisfaction Index (CSI) scores
• Enhance service productivity by identifying available resources through effectively following shift scheduling including scheduled breaks and lunch times
• Coordinate with on‑call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute units
• Coordinate outside repair with vendors and customers
• Effectively handle all incoming calls and follow‑up calls
• Process customer service requests on a variety of topics for our customers, including billing, warranty, compliance paperwork, etc.
• All calls are monitored for Quality Assurance purposes and Call Center Customer Service Representatives will be required to participate in QA reviews
• Contribute to making the call center a great place to work
• Display a courteous and positive attitude daily

• H.S. diploma/GED required
• Three (3) years or more in Customer Service with issue resolution required

• Customer communication
• Customer satisfaction
• Problem resolution
• Courteous attitude
• Positive attitude
• Coordination
• Quality assurance
• Service productivity
• Team collaboration
• Time management

• H.S. diploma
• GED