Call Center Representative

*** THIS POSITION IS IN OFFICE
*** Professional Summary

The Customer Service Representative is responsible for managing emergency roadside assistance requests for commercial truck drivers, guiding each case from the initial breakdown call through service completion and billing. This role requires strong customer service, problem-solving, and multitasking skills to support customers in high-stress situations while coordinating with service providers, dealerships, and internal teams. The ideal candidate can effectively troubleshoot issues, de-escalate difficult interactions, navigate multiple computer systems, and provide timely updates throughout the service process.

Success in this position requires a genuine desire to help others, strong communication abilities, and the capacity to remain calm and organized in a fast-paced call center environment.

Key Responsibilities

+ Serve as the primary point of contact for customers requiring emergency roadside assistance for commercial vehicles.

+ Manage roadside assistance cases from initial intake through resolution, including service coordination, documentation, payment verification, and case closure.

+ Identify customer issues through active listening and troubleshooting techniques to determine the appropriate service response.

+ Coordinate with dealerships, service providers, dispatch teams, and internal partners to ensure timely assistance and issue resolution.

+ Utilize mapping tools and location software to identify breakdown locations and direct customers to the nearest qualified repair facility.

+ Make outbound calls to customers, service vendors, and stakeholders to provide updates and track service progress throughout the lifecycle of each case.

+ Accurately document all customer interactions, service activities, resolutions, and case details within Salesforce and other operational systems.

+ Monitor multiple active cases simultaneously while prioritizing urgent situations and meeting performance expectations.

+ Establish and verify payment methods for services rendered and ensure all billing information is properly documented.

+ Maintain professionalism and composure while handling escalated customer concerns and de-escalating emotionally charged situations.

+ Communicate effectively with multiple departments to ensure accurate information sharing and a seamless customer experience.

+ Support non-emergency maintenance scheduling and service coordination for customers with ongoing maintenance contracts.

+ Adhere to company policies, procedures, and service standards while delivering exceptional customer support.

Qualifications

+ High school diploma or equivalent required.

+ Minimum of 1 year of customer service experience in a call center, dispatch, transportation, automotive, hospitality, airline, AAA, or related environment.

+ Strong computer proficiency with the ability to navigate multiple software platforms simultaneously.

+ Experience using CRM systems such as Salesforce preferred.

+ Demonstrated ability to multitask and manage multiple customer cases at various stages of completion.

+ Excellent verbal and written communication skills with strong active listening abilities.

+ Proven problem-solving and troubleshooting skills in fast-paced environments.

+ Ability to remain calm and professional during high-stress customer interactions.

+ Strong de-escalation and conflict-resolution skills.

+ Skilled at documenting customer interactions accurately and thoroughly.

+ Ability to work effectively in a structured call center environment while remaining engaged at a workstation for the duration of scheduled shifts.

+ Dispatching, transportation, or automotive industry experience preferred.

+ Bilingual abilities in Spanish or French are a plus.

+ Demonstrated commitment to helping customers and delivering exceptional service experiences.

+ Ability to learn new systems, processes, and procedures quickly through training and hands-on experience.

Job Type & Location

This is a Contract position based out of Renton, WA.

Pay and Benefits

The pay range for this position is $27.50 - $27.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification…