Telematics Monitor / Customer Service (EAP)

Job Description

Job Description

Description:

OVERNIGHT TELEMATICS MONITOR / CUSTOMER SERVICE

Department: Corporate - Safety

Location: Corporate HQ – Cerritos, CA

Classification: Full-Time, Non-Exempt

Salary: $18.00 - $20.00 per hour

Reports To

Telematics Supervisor

Position Summary

Ecology Auto Parts Inc. is looking to fill the role of an Overnight Telematics Monitor / Customer Service representative as we continue to support our companywide operations. The Overnight Telematics Monitor / Customer Service representative is responsible for responding to automated telematics, surveillance, safety, and security alerts generated through HikCentral and other company monitoring systems and taking appropriate action in accordance with established company protocols.

This position serves as an overnight response point for system-generated alarms and notifications. Responsibilities include reviewing alerts, evaluating available information, contacting emergency services when required, notifying maintenance or designated company personnel, escalating safety or security concerns, and accurately documenting incidents and actions taken.

The Overnight Telematics Monitor / Customer Service representative also serves as an overnight customer service and communications resource for company drivers, vendors, clients, and other business partners. The position is responsible for receiving incoming calls, documenting concerns, providing available assistance, and routing or escalating matters to the appropriate department or designated personnel.

Strong attention to detail, proficiency in technology and computer skills, professional customer service and communication skills, sound judgment, and the ability to remain calm and follow established procedures during urgent situations are essential for success in this position.

Responsibilities

- Monitor and respond to automated alarms, alerts, and notifications generated through HikCentral and other company telematics, surveillance, safety, security, and monitoring systems

- Review system-generated alerts and available information to determine the appropriate response in accordance with established company protocols

- Respond to safety, security, facility, equipment, maintenance, and other operational alerts in a timely manner

- Contact and dispatch emergency services when required in accordance with established emergency response protocols

- Notify and coordinate with maintenance personnel, management, Safety, Transportation, Fleet, or other designated departments based on the nature of an alert or incident

- Follow established escalation procedures for alarms, emergencies, maintenance issues, security concerns, and other overnight incidents

- Maintain accurate and detailed records of all alerts, incidents, incoming calls, notifications, escalations, and actions taken

- Handle incoming customer service and support calls from company drivers, vendors, clients, and other business partners

- Assist callers by providing available information, documenting concerns, routing calls, and escalating matters to the appropriate department or designated on-call personnel

- Provide professional and courteous customer service while serving as an overnight point of contact for company operations

- Maintain clear communication with appropriate personnel during active incidents and provide accurate information during shift handoffs

- Utilize HikCentral, telephone systems, email, company communication platforms, and other assigned technology to perform daily responsibilities

- Follow established telematics, emergency response, customer service, maintenance, and incident-reporting protocols and procedures

- Protect confidential company, employee, driver, vendor, and client information

- Other duties as assigned

Qualifications/Knowledge/Critical Skills

- High school diploma or equivalent

- Strong proficiency in computer and technology skills, including the ability to learn and operate HikCentral and other telematics, surveillance, communication, and monitoring systems

- Ability to respond promptly and appropriately to automated alarms and system-generated notifications

- Ability to follow established emergency, safety, security, maintenance, and escalation procedures

- Strong customer service skills and the ability to professionally communicate with drivers, vendors, clients, emergency services, and company personnel

- Excellent verbal and written communication skills and ability to work well in a team environment

- Strong attention to detail and ability to accurately document calls, incidents, alerts, and actions taken

- Ability to prioritize multiple incoming calls, alerts, and operational issues in a fast-paced environment

- Ability to remain calm, professional, and focused during emergency or time-sensitive situations

- Ability to exercise sound judgment within established company policies and escalation protocols

- Ability to work an overnight schedule, including weekends and holidays as required

- Familiarity with Windows 11 operating system and multiple monitor setups

- Spanish bilingual proficiency highly preferred due to regular customer service and support calls with Spanish-speaking drivers, vendors, clients, and other business partners

Physical Demands/Environmental Factors

- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear

- Occasionally required to stand and walk

- Must frequently lift and/or move up to 25 pounds

- Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus

- Occasional travel may be required

Compensation

The Overnight Telematics Monitor / Customer Service position offers a competitive hourly rate ranging from $18 to $20, dependent on experience and qualifications. In addition to the financial components, we provide valuable benefits, including medical, dental, and vision insurance, a 401k plan with employer matching, generous paid time off, and life insurance coverage. The final compensation will be contingent upon the candidate's relevant experience, qualifications, and skills, underscoring our commitment to offering a competitive remuneration to attract qualified talent.

Schedule

PLEASE NOTE: Exact schedule to be determined before official hire date.

Overnight Shift 8:00 PM - 4:30 AM PST

Employees are provided one 30-minute unpaid meal period and two paid 10-minute rest breaks during the scheduled shift, in accordance with company policy and applicable law.

PLEASE NOTE: This job description is not exhaustive and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Ecology Auto Parts Inc. is committed to providing a workplace and culture of respect, diversity, equity, inclusion, and belonging. We are dedicated to ensuring equal employment opportunity without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Should you have a disability or specific needs requiring accommodation, please inform us.

Thank you for your interest in opportunities with Ecology Auto Parts, Inc. We appreciate the enthusiasm and professionalism demonstrated by individuals seeking to join our team.

Please be advised that Ecology Auto Parts, Inc. does not engage with or entertain solicitations from third-party recruiting firms for our hiring needs. We have a dedicated internal recruitment team managing our talent acquisition process. We kindly request that third-party recruitment firms refrain from submitting candidates for our open positions. Ecology Auto Parts Inc. will not consider or entertain candidates represented by headhunter agencies for our current requisitions. Our commitment to fair and equitable hiring practices includes working directly with candidates who apply through our official channels. We believe in fostering a transparent and direct relationship with potential team members.

We appreciate your understanding and compliance with this policy. If you are interested in joining Ecology Auto Parts, Inc., please visit our official careers page here: EAP, Inc. | Career Center for a list of our current job opportunities and application instructions.