Customer Service Representative

Customer Service RepresentativeEssential Duties and Responsibilities:Efficiently and accurately receive information from customers to ensure timely and effective dispatching.Utilize problem-solving, strategy, and creativity to ensure timely and accurate service.Relay information to the Call Center team with clarity and efficiency.Use the phone professionally, including answering, holding, and transferring calls in a timely manner.Understand basic towing and roadside service procedures to better assist customers and dispatch effectively.Assist customers with vehicle releases by following proper procedures and delivering high-quality customer service.Demonstrate proper phone etiquette and maintain professionalism with coworkers, supervisors, and clients.Competency Requirements:General Requirements:Use reason and sound judgment even when handling emotional topics or situations.Ability to multitask and meet demands during high-volume periods.Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals; ability to compute rates, ratios, and percentages; ability to interpret bar graphs.Ability to apply common-sense understanding to carry out detailed but straightforward written or oral instructions.Ability to resolve problems involving a few concrete variables in standardized situations.Ability to use GPS systems to communicate accurate ETAs and relay information to customers and coworkers.Demonstrates willingness to make decisions, uses sound judgment, explains reasoning, and makes timely choices.Communication Responsibilities:Demonstrates active listening, understands client needs, and asks clarifying questions when necessary.Communicates professionally, clearly, and with integrity in all interactions.Speaks clearly and persuasively in both positive and challenging situations; listens well and responds appropriately based on policy and procedures.Contributes to a collaborative, team-oriented environment.Works well with others regardless of role and demonstrates strong teamwork skills.Works closely with team members to communicate efficiently with customers and relay necessary information.Maintains a helpful, willing-to-assist attitude.Professionalism Requirements:Approaches others tactfully; reacts well under pressure; treats others with respect regardless of position; accepts responsibility for actions; follows through on commitments.Manages difficult or emotional customer situations with professionalism.Ensures consistent, high-quality customer service through professionalism, timely response, skill, and courtesy.Professionalism Responsibilities:Maintain personal appearance and uniforms in compliance with company standards.Dependability Requirements:Consistently arrives to work on time; ensures responsibilities are covered when absent; arrives at meetings and appointments promptly.Follows instructions, responds to management direction, takes responsibility for actions, and honors commitments.Demonstrates positive leadership when necessary and leads by example.Dependability Responsibilities:Arrive on time daily and be ready for duty at the start of the shift.Maintain excellent attendance.Attend employee meetings as requested.Assist in training new employees when requested, communicating procedures clearly and professionally.Quality Assurance Requirements:Sets and achieves challenging goals; demonstrates persistence; overcomes obstacles; measures performance against standards of excellence; takes calculated risks.Uses time efficiently.Demonstrates accuracy and thoroughness; seeks ways to improve quality; applies feedback to improve performance; monitors own work.Shows strong attention to detail and ability to prioritize tasks.Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly and accurately.Adapts to changes in the work environment; manages competing demands; adjusts approach as needed; handles frequent change, delays, or unexpected events.Participates in ongoing or corrective training as needed.Quality Assurance Responsibilities:Utilize critical thinking during difficult tasks or projects; use all available resources to find solutions and seek support when no other solution is found.