Advanced Contact Team Advisor (Call Center Advisor)

Job Responsibilities

• Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, fuel, lumper, etc.
• Gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel.
• Facilitate necessary repair of equipment during breakdown and accident repair cycles, obtaining maximum equipment utilization to minimize overall costs.
• Aid callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims.
• Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.
• Negotiate direct costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.
• Investigate and recover all warranties possible during the vendor selection and outside repair process.
• Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.
• Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.
• Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.
• Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Qualifications

• Customer service experience required. Call center experience preferred; mechanical experience a plus.
• Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.
• High School Diploma or GED.

Pay Range

$21.51 - $28.96 Hourly

What we offer

• 401k
• Medical
• Dental
• Vision
• Disability
• Supplemental and Life Insurance
• Employee Stock Purchase plan
• Paid training
• Wellness programs
• Flexible Spending Account
• Tuition Assistance Programs (subject to change)
• Military Leave
• Discounts with our vendors
• Volunteer opportunities to support local communities
• Training, Development & Growth Opportunities
• Diversity, Equity and Inclusion