Customer Service Representative

Customer Service Representative

Essential 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.