Breakdown Specialist

Location: 2200 S. 75th Ave, Phoenix, AZ 85043 (near the intersection of Lower Buckeye and S. 75th Ave)

Pay

$21 per hour

Benefits

• 401(K)
• Overtime eligible
• Medical, Dental, Vision, Disability, Supplemental and Life Insurance
• Health and Dependent FSA
• Employee Assistance Program
• Paid Time Off
• Employee Stock Purchase Plan
• Employee Discounts
• Tuition Assistance Programs
• Immediate holiday pay
• Continual hands-on training
• Potential bonus pay based on company performance
• Opportunities to volunteer and give back to local communities

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; obtain maximum equipment utilization to minimize overall costs.
• Assist 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.
• Facilitate repair creation accordingly.
• 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 directly all 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.
• Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations 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.

Requirements

• Customer service experience required; call center experience preferred; mechanical experience a plus.
• High School Diploma or GED.
• 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.