Truck Breakdown Call Support Specialist

Truck Breakdown Call Support Specialist

Requirements

• 1+ years in customer service experience required.
• High School Diploma or equivalent required.
• Must possess strong computer skills.
• Exceptional customer service and communication skills.
• Must be able to multitask and handle high call volume.
• Must be able to work scheduled shift with flexibility to cover other shifts.

Responsibilities

• Answer all Breakdown department inbound calls including vendor, 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.
• Obtain maximum equipment utilization to minimize overall costs.
• Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.
• Negotiate directly, all costs incurred during accidents and equipment breakdown 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 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.
• Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QUALCOMM messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly.
• Meet all department Key Performance Indicators (KPI’s) as indicated by leadership team.
• Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Venn-Invoice, and spreadsheets.
• Proactively work to assist others in achieving the organization’s objectives.

Preferred Qualifications

• Previous experience in call center environment preferred.
• Previous mechanical experience preferred.