Call Center Specialist

Call Center Specialist – Phoenix, AZ

Schedule:

• 2:00 pm – 10:30 pm (Tuesday and Wednesday off)
• 4:00 pm – 12:30 am (Wednesday and Thursday off)

Pay: $21 per hour; $31.50 per hour on overtime.

Location: 2200 S. 75th Ave, Phoenix, AZ 85043 (near the intersection of Lower Buckeye and S. 75th Ave).

• 401(K) Company Match
• Overtime eligible
• Medical, Dental, Vision, Disability, Supplemental and Life Insurance, Health and Dependent FSA
• Employee Assistance Program
• Paid Time Off
• Employee Stock Purchase Plan
• Employee Discounts
• Tuition Assistance Programs
• Immediate holiday pay
• Continual hands‑on training

• Answer all Advanced Contact Team (ACT) department inbound calls (vendor, breakdown, fuel, lumper, etc.), gather and document pertinent information to initiate or create a claim or repair order, and notify appropriate response personnel.
• Facilitate necessary repair of equipment during breakdown and accident repair cycles; obtain maximum equipment utilization to minimize overall costs.
• Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and Qual Comm messages, owner‑operators and lease owner‑operators with breakdown repairs, accidents and claims; facilitate repair creation accordingly.
• Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls, and asking questions when necessary.
• Negotiate directly all costs incurred during accidents and equipment breakdown to locate and hire the best‑qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.
• Investigate and recover all warranties possible during vendor selection and outside repair process.
• Ensure minimum downtime and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for downtime and case number.
• Control payments issued through purchase order, advance funds to Com‑Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.
• Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.
• Meet all department Key Performance Indicators (KPIs) as indicated by the leadership team.
• Maintain a positive work atmosphere by acting and communicating in a manner that facilitates the success of business operations in order to meet company demands and expectations.
• Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven‑Invoice, spreadsheets and Macros 55 and 40.

• Customer service experience required; call centre experience preferred; mechanical experience a plus.
• High School Diploma or GED.
• Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

The Company is an equal opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.