Customer Service Representative

Essential Duties and Responsibilities

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.
• Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.

• Using 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 compete rate, ration, and percent and to draw and interpret bar graphs.
• Possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardize situations.
• Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
• Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate behavior in decision making process; makes timely decisions.

• Demonstrates active listening, understands client needs and asks clarifying questions when needed.
• Regularly and appropriately communicate with everyone you interact with professionalism, integrity, and clarity.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions & able to answer questions based on policy & procedures.
• Contributes to a collaborative effort and thrives in a team-oriented environment.
• Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.

Responsibilities

• Demonstrates active listening, understands client needs and asks clarifying questions when needed.
• Regularly and appropriately communicate with everyone you interact with professionalism, integrity, and clarity.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions & able to answer questions based on policy & procedures.
• Contributes to a collaborative effort and thrives in a team-oriented environment.
• Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.

• Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for one's actions; follow through on commitments.
• Manages difficult or emotional customer situations with professionalism.
• Consistently ensures quality customer service through professionalism, timely response, skill, and courtesy.

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

• Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Follows instructions, responds to management direct; takes responsibility for own actions; keeps commitments you have made to the company.
• Steps up to the plate and demonstrates positive leadership when necessary. Leads 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…