Call Center Specialist

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.
• Absorb and document sufficient data to make effective decisions regarding equipment troubleshooting and repairs.
• Negotiate directly with vendors 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 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.
• High School Diploma or GED.
• Intermediate computer literacy and ability to type 25 words per minute.
• Exceptional customer service and communication skills.
• Able to multitask and handle high call volume.
• Able to work scheduled shift with flexibility to cover other shifts.

What We Offer

• Competitive starting salary commensurate with experience.
• Potential bonus pay based on company performance.
• Opportunities to volunteer and give back to local communities.
• Comprehensive Benefits Package which includes:
• 401(K)
• Medical, Dental, Vision, Disability, Supplemental and Life Insurance
• Paid Time Off
• Employee Stock Purchase Plan