Call Center Representative

Responsibilities Assist customers who are experiencing a vehicle breakdown Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow‑up, and vehicle status updates Improve the quality and consistency of customer communications and ensure customers’ expectations are met Drive improvement of Customer Satisfaction Index (CSI) scores Enhance service productivity by identifying available resources through effectively following shift scheduling including scheduled breaks and lunch times Coordinate with on‑call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute units Coordinate outside repair with vendors and customers Effectively handle all incoming calls and follow‑up calls Process customer service requests on a variety of topics for our customers, including billing, warranty, compliance paperwork, etc. All calls are monitored for Quality Assurance purposes and Call Center Customer Service Representatives will be required to participate in QA reviews Contribute to making the call center a great place to work Display a courteous and positive attitude daily Requirements H.S. diploma/GED required Three (3) years or more in Customer Service with issue resolution required Soft Skills Customer communication Customer satisfaction Problem resolution Courteous attitude Positive attitude Coordination Quality assurance Service productivity Team collaboration Time management Certifications & Qualifications H.S. diploma GED #J-18808-Ljbffr