Roadside Escalation Representative Senior

Roadside Escalation Representative Senior

Enterprise Mobility is excited to announce a new opportunity to join our Roadside department as a Roadside Escalation Representative Senior!

Ready to be the hero of the highway? In this role, you'll be the go-to expert for customers facing unexpected roadside hiccups during their rental journey. As the first line of action after initial help is requested, you'll jump in to assess the situation, coordinate the right support (think tow trucks, rental swaps, and more!), and keep things moving smoothly. You'll stay in the loop until everything's resolvedmaking sure every customer feels supported from start to finish!

This position offers a compensation package of $23.46/hour.

We offer a robust Benefits Package including, but not limited to:

• Paid Time Off
• Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)
• Employee discounts on car rentals, car purchases and much more!
• 401(k) retirement plan with company match and profit sharing
• Educational Assistance (full time - 40+ hours only)

Schedule: Individual schedules that will be offered for the position are full-time, 40 hour per week schedules that are 8-hour shifts between the operating hours of 7 AM 10 PM CST. Schedules may include weekends and holidays based on business needs. Schedules can only be changed via a bid process that is awarded based on performance.

Training: Training lasts 3 weeks and runs Monday through Friday, 8:00 AM to 5:00 PM CST. Attendance is required for the full training period.

Location: This position is based at our Weldon Spring office in St. Louis, MO.

Responsibilities

• Provide efficient and effective end-to-end support for roadside assistance requests escalated to the team through various communication methods; communicate effectively with customers to understand needs and document events per internal standards
• Apply problem solving skills, policy and procedure expertise to determine, dispatch and coordinate with service providers for appropriate services, offering alternatives and overcoming objections to effectively meet customer needs
• Consistently monitor status of roadside events to proactively intervene with the vendor and/or customer, determining and coordinating appropriate next steps to support customer needs
• Discuss/negotiate and authorize appropriate additional services to accommodate situations created by the roadside event and meet customer expectations (i.e. hotel stay, additional transportation expense, etc.)
• Provide vehicle management assistance to customers as needed (unlocking vehicles, geolocating vehicles, etc.)
• Seek to improve job performance through self-assessment, skill development, training and goal setting
• Maintain a regular and reliable level of attendance and punctuality
• Perform miscellaneous job-related duties as assigned

Equal Opportunity Employer/Disability/Veterans

Qualifications

• Must be at least 18 years of age
• Must have a minimum of 3 years of customer service experience
• Call center or contact center preferred
• Must have a minimum of one year of consecutive work experience with one employer
• Must be willing and able to work in office in Weldon Spring, MO
• Must currently live in the St. Louis, MO or surrounding area (Must reside in MO.)
• High School Diploma/GED required
• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future