CALL CENTER SERVICE ADVISOR

About the role

Custom Truck One Source is seeking a Call Center Service Advisor to join our team in Fort Worth, TX. This role is part of the initial contact team for customers with technical and product issues related to vocational trucks (chassis, lift, digger, crane, etc.). You will provide quality support to our customers in a timely, cost-efficient manner.

Responsibilities

• Answer inbound emails and phone calls related to service issues in a timely manner.
• Identify problems and services by listening to customer descriptions of symptoms and clarifying issues.
• Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtain approval signatures and enter RO into the service database system.
• Communicate with the parts department to determine and locate part numbers for units.
• Maintain primary communication with customers by providing timeline estimates, answering questions and concerns, arranging towing and temporary transportation, and updating customers on status.
• Continually learn about the products we carry through provided training and self-directed research.
• Process invoices and payments for service repairs.
• Verify warranty and service contract coverage by examining records and explaining provisions.
• Contact fleet management companies to obtain authorization to start work or provide estimates before authorizing repairs.

Requirements

• Knowledge of aerial vehicles, equipment, and heavy & light-duty trucks.
• Previous experience in a similar role.
• Extremely detail-oriented and accurate.
• General mechanical aptitude and experience with parts required; knowledge of hydraulic, heavy equipment, diesel truck, and/or farm equipment preferred.

Skills

• Exceptional customer service aptitude and strong communication skills.
• Positive attitude and professional demeanor with clients and team members.
• Listening: Understand points being made, ask appropriate questions, and avoid interrupting.
• Effectively share information with others.
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Identify complex problems, review related information, develop and evaluate options, and implement solutions.

Benefits

• 401(k) with Employer Match
• Competitive Health Care
• Dental, Vision, and Life Insurance
• Paid Vacation, Sick, and Holidays
• Short-Term Disability (STD) / Long-Term Disability (LTD)
• Partner Discounts
• Investment in Employee Development