Customer Care Specialist II (SPN Tow Auditor)

Primary Duties/Key Responsibilities

• Auditing towing invoices as received daily to ensure compliance with agreed-upon rates.
• Managing customer disputes and damage claims to achieve satisfactory outcomes.
• Obtaining towing quotes from tow vendors.
• Maintaining cooperative relationships with towing vendors through friendly and professional communication.
• Interacting with vendors nationwide via phone, email, or fax to request valid insurance certificates.
• Requesting renewal insurance certificates from vendors with expired certificates.
• Providing vendors with necessary information in response to inquiries and issues.
• Maintaining certificates in an electronic file to comply with vendor insurance requirements.
• Entering data and preparing reports as needed.
• Assisting with overflow calls for the company.
• Handling peak times for Roadside follow-up calls.
• Assisting other department staff members with vendor information.
• Performing specific special duties assigned per assigned accounts.
• Engaging in other duties and projects as assigned.

Required Experience & Specialized Knowledge And Skills

• Minimum of one year experience working as a Vendor Relations clerk with commendable performance.
• Working knowledge of commercial insurance, preferred.
• High School diploma or equivalent.
• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Collaborative - Ability to work with others to find solutions.
• Communication, Oral - Ability to communicate with economy and clarity, actively engaging the conversation in order to clearly understand others' message and intent, and receiving and processing feedback.
• Communication, Written - Ability to write concise, clear letters, reports, articles, or e-mails, including proofing and editing.
• Customer Oriented - Desire to serve both external and internal customers by focusing effort on meeting the clients' needs, understanding their concerns, and building trust.
• Detail Oriented - Ability to be structured and methodical in working skills, paying meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
• Interpersonal - Ability to develop and maintain relationships with others.
• Leadership - Ability to motivate and guide others to ensure performance in accordance with clear expectations and goals.
• Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties.
• Pays meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Time Management - Ability to prioritize and utilize the available time to organize and complete work within given deadlines.

Compensation

Hourly pay rate is in the range of $18.17 - $27.31/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits

Employees are eligible to receive a minimum of 6.67 hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.