Call Center Representative

Job Summary

Bring your skills to the 2020 Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location Kenworth and Isuzu truck dealership group, is looking for a Call Center Representative to join our Pasco, WA location.

The primary function of the call center customer service advisor is to coordinate repairs, dispatching tow companies and/or mobile repair units, communicating with customers, and acting as a liaison between fleets, tow companies, and repair facilities.

Due to federally mandated DOT regulations, Kenworth Sales is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.

Schedule:

12pm - 8:30pm

• Answer incoming phone calls from customers seeking information regarding vehicle service repairs and/or service issues
• Coordinate the development of the program with all Kenworth Sales Company Branches.
• Establish and provides breakdown management support for Kenworth Sales Co fleet customers to include monitoring and interpreting fault codes, as well as campaign info for fleets.
• Monitors Company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time critical functions.
• Work directly with and assist each Corporate Service Director and District Service Manager as needed.
• Communicate effectively with Fleets, PACCAR Breakdown, and tow companies.
• Keeps a log of the details of communication with customer/dealer throughout the repair process.
• Coordinates with Service Manager/Shop Foreman to assure completion of work within time promised to customer.
• Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.

• Ability to read and comprehend English instructions and information.
• High school diploma or equivalent.
• Must have a working knowledge of all heavy truck repair methods.
• Must have a highly technical background with good troubleshooting skills.
• Must have basic computer skills, and ability to utilize MS office programs as well as Paccar Web Ecat.
• Must have the ability to identify and meet Customer needs and requirements.
• Must be a hard worker and a self-starter and a problem solver.
• Excellent organizational, communication,and time management skills.
• Exceptional phone and Customer service skills required.
• Appearance must meet company requirements.

• Kenworth Sales Company promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
• Stability
  – Company is financially strong with an established base of customers and is well-positioned for continued expansion.
• History of Excellence
  – Work for an award-winning dealership with a reputation for unsurpassed quality and customer service.
• Excellent compensation and benefits package including comprehensive Health and Dental insurance, Flexible Spending Accounts (FSAs) with FLEX Card, Group Life Insurance, Short Term & Long-Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.

Veterans are encouraged to apply!

About the company:Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountain West and Mid-Atlantic regions.

An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.