Releaser Gaithersburg, MD

CUSTOMER SERVICE RELEASER JOB DESCRIPTION

Summary:

Essential Duties and Responsibilities Include the following. Other duties may be assigned.

• Efficiently and accurately receives information from customers to ensure timely and efficient dispatching.
• Utilize problem-solving, strategy, and creativity to ensure timely and accurate service.
• Relay information to Call Center team with clarity and efficiency.
• Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
• Understand the basic procedures for towing and roadside service in order to better assist customers and dispatch effectively.
• Assist customers in releasing vehicles by following all proper procedures and providing high quality customer service.
• Follow proper phone etiquette and go above and beyond in professionalism to coworkers, supervisors, and clients.
• Collect payment from owner and apply it in system as required.
• Release vehicles after proper payments are received.

• Use reason even when dealing with emotional topics or situations.
• Possess the ability to multitask and meet demands during high volume periods.
• Possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must possess the ability to compose rate, ration, and percent and to draw and interpret bar graphs.
• Possess the ability to apply common sense understanding to carry out detailed but simple written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardized situations.
• Understand how to use GPS system to effectively communicate ETAs and relay information to customers and co‑workers.
• Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; act appropriately in the decision‑making process; make timely decisions.

• Demonstrate active listening, understand client needs, and ask clarifying questions when needed.
• Communicate regularly and appropriately with everyone interacted with professionalism, integrity, and clarity.
• Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions and answer based on policy & procedures.
• Contribute to a collaborative effort and thrive in a team‑oriented environment.
• Work well with others, regardless of their role, and convey teamwork skills to managers and coworkers.

• Work closely with team members to communicate efficiently with customers and relay necessary information.
• Maintain helpfulness and willingness to help behavior.

• Approach others tactfully; react well under pressure; treat others with respect and consideration regardless of status or position; accept responsibility for actions; follow through on commitments.
• Manage difficult or emotional customer situations with professionalism.
• Consistently ensure quality customer service through professionalism, timely response, skill, and courtesy.

• Maintain personal appearance and uniforms in compliance with established company standards.

• Be consistently on time and at work; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.
• Follow instructions, respond to management directly; take responsibility for own actions; keep commitments made to the company.
• Step up to the plate and demonstrate positive leadership when necessary. Lead by example.

• Arrive at work on time daily, ready for duty when shift starts.
• Maintain consistently excellent attendance.
• Attend employee meetings as requested for job information.
• Assist in training new employees when requested, communicating clearly and professionally all proper operating procedures.

• Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals.
• Use time efficiently.
• Demonstrate accuracy and thoroughness; seek ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
• Attention to detail and ability to prioritize work.
• Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly and accurately.
• Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; deal with frequent change, delays, or unexpected events.
• Participate in all ongoing training or corrective training when necessary.

• Utilize critical thinking during difficult projects or tasks, discover answers to problems using all resources available, then ask for support when no other solution is found.