Description:
As a Customer Service Representative, you will be responsible for providing roadside assistance and handling the steps/protocols for broken down trucks. In this role, you will be responsible for handling all truck breakdowns from the initial intake call all the way through to the invoice/billing. There will be several outbound calls (5-7 on avg.) made during the lifespan of this case being closed. Service customers in need of emergency roadside assistance. Identify problems and determine the type of support needed to arrive at a solution. Arrange service response through a defined network of service providers, with a focus on driving business to our dealers.
- Avg. 35 calls per day
- Use Salesforce to close out cases
- Use maps to help pinpoint location of broken down trucks and advise nearest truck shop
- Calls are completely un-scripted
- Determine and deploy the appropriate service resource.
- Monitor job progress and provide timely updates to our customers.
- Document details of activity associated with each incident.
- Communicate effectively with various team members simultaneously to ensure appropriate actions are being pursued on behalf of the customer.
- Establish and assure method of payment.
- Provide non-emergency service scheduling for trucks and other support for contract maintenance customers.
Skills:
Customer service, Call center, Inbound call, outbound calls, salesforce crm
Additional Skills & Qualifications:
Must Haves:
- 1+ year of customer service experience
- Computer efficiency (ie. ability to navigate multiple systems such as Salesforce)
- Ability to multitask (will be taking calls a different stages of their case)
-Excellent communication skills
Nice to Have:
- Dispatching experience
- Salesforce knowledge
Experience Level:
Entry Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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