Breakdown Support Specialist

About the Company

Swift Transportation has been an industry leader since the 1960s and is the largest truckload carrier in America. With locations nationwide, Swift fosters strong connections among drivers, shop employees, and office staff. The company emphasizes continual learning, improvement, and a strong culture to drive results and offer diverse advancement opportunities.

Responsibilities

• Answer all inbound calls for the Advanced Contact Team (ACT) department, including vendor, breakdown, fuel, lumper, and other inquiries; gather and document pertinent information to initiate or create claims or repair orders, and notify appropriate response personnel.
• Facilitate necessary repairs during equipment breakdowns and accident repair cycles to maximize equipment utilization and minimize costs.
• Assist callers with equipment troubleshooting, ensuring timely repairs; respond to incoming phone calls, QualComm messages, and communications from owner-operators and lease owner-operators regarding breakdowns, accidents, and claims.
• Assess each situation independently, gather sufficient data, document clearly, and make effective decisions; ask questions when necessary.
• Negotiate costs incurred during accidents and equipment breakdowns to hire the best-qualified vendor in the company’s best interest; authorize repairs within the appropriate level of authority.
• Investigate and recover all possible warranties during vendor selection and the repair process.
• Ensure minimum downtime and maximum equipment utilization during repair and storage cycles; report all down units to the appropriate OE for downtime and case number tracking.
• Control payments issued through purchase orders, advance funds to ComData fuel card, Pinnacle, MVP Preferred, Fleet charge accounts, and virtual Mastercard.
• Act as a liaison for internal communications between department personnel, leadership, and field investigators for serious accidents, injuries, cargo losses, and breakdowns.
• Meet all department Key Performance Indicators (KPIs) as set by the leadership team.
• Maintain a positive work atmosphere by communicating effectively to meet company demands and expectations.
• Perform additional responsibilities as assigned, including ACT tasks such as Warranty Box, Ven-Invoice, spreadsheets, and Macros 55 and 40.

Requirements

• Customer service experience required; call center experience preferred; mechanical experience is 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 shifts with flexibility to cover other shifts as needed.
• High School Diploma or GED.

Benefits

• 401k retirement plan.
• Medical, dental, vision, disability, supplemental, and life insurance.
• Pet insurance.
• Employee Stock Purchase Plan.
• Paid training and wellness programs.
• Flexible Spending Account (FSA).
• Tuition Assistance Programs (subject to change).
• Military leave.
• Discounts with company vendors.
• Volunteer opportunities with organizations such as Children’s Miracle Network and Habitat for Humanity.
• Training, development, and growth opportunities in a supportive environment.
• Commitment to diversity, equity, and inclusion; all employees have a voice in contributing to innovative solutions.

Pay

$21.00 - $24.00 hourly.