Call Center Representative

call center representative – pasco, wa

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, dispatch tow companies and mobile repair units, communicate with customers, and act as a liaison between fleets, tow companies, and repair facilities.

schedule: 12pm – 8:30pm

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.

• 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 provide breakdown management support for kenworth sales co fleet customers, including monitoring and interpreting fault codes, as well as campaign info for fleets.
• monitor 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.
• keep a log of the details of communication with customer/dealer throughout the repair process.
• coordinate with service manager/shop foreman to assure completion of work within the time promised to the customer.
• monitor progress of repairs and update the customer on any changes in agreed service, costs, or time of completion. Obtain customer authorization for such changes.

• ability to read and comprehend english instructions and information.
• high school diploma or equivalent.
• working knowledge of all heavy truck repair methods.
• highly technical background with good troubleshooting skills.
• basic computer skills, and ability to utilize ms office programs as well as paccar web ecat.
• ability to identify and meet customer needs and requirements.
• hard worker, self‑starter, and 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 – financially strong with an established base of customers and 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!

an equal opportunity employer, smoke free/drug free facility. All queried applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.