Customer Service Representative

Provide service to customers by phone or in person through sales of heavy-duty parts in accordance with identified customer needs and availability of parts in order to make a profit for FleetPride. Administrative duties may be assigned in accordance with the office procedures of individual branches.

DUTIES & RESPONSIBILITIES

• Answer telephones, receive emergency and non-emergency phone calls, record application information, direct calls, and take messages.
• Enter data in the computer system and maintain logs and records of calls, activities, and other information.
• Prioritize calls according to urgency and importance.
• Managing multiple breakdown situations on a daily basis.
• Understanding and providing an appropriate estimated time of arrival.
• Determine the status of the customer account and any payment needs prior to scheduling the work.
• Obtain authorization for all credit card payments and process credit card and charge account payments.
• Monitor the route and location of drivers to coordinate and prioritize their schedule.
• Coordinate road call requirements with appropriate teams and/or drivers all pertinent information to complete their road service request, issue miscellaneous purchase orders and make all required arrangements to facilitate the road call; complete follow up to be sure work is performed in a timely manner; follow up with customers to ensure satisfaction and locate additional service and repair opportunities.
• Communicate with customers, employees, and other individuals to answer questions, explain information relative to repairs being performed, schedule repairs, and address complaints.
• Estimate, schedule, prepare, and invoice repairs in a knowledgeable manner, open repair orders, reports, memos, letters, and other documents, using Google Sheets, Excel spreadsheets.
• Billing/Data entry for third-party vendors – prompt and accurate keying of information.
• Fast, accurate typing with experience in data entry.
• incoming correspondence, including faxes and email.
• Initiate activities to stay busy and productive during downtime.
• Respond to internal inquiries in a timely manner.
• Support Customer Success Manager and Technicians with daily needs.
• Participate in on-call or after-hours coverage as needed.
• Ability to stay calm under pressure.
• Ability to multitask and support the fast-paced demands of our business.
• Demonstrating excellent phone skills to interact effectively with customers.
• Maintain a clean and organized office area.
• Other duties as assigned.

EDUCATION AND SKILLS

•  High School Diploma (or GED or High School Equivalence Certificate
• Intermediate knowledge level of Windows XP (excel, word and outlook)
• Active Listening: Giving full attention to what other people are communicating; taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Communicating:  Conveying information to others in an effective manner.
• Time management: Managing one’s time and the time of others.
• Persuasion:  Persuading others to change their minds or behavior.
• Service orientation:  Actively looking for ways to help people.

WORKING CONDITIONS

This position operates in a professional office environment.  This role routinely uses standard office equipment as computers, phones, photocopiers, fax machines and filing cabinets.  The performance of this position may require exposure to the warehouse areas where certain areas may require the use of personal protective equipment such as steel toed shoes and safety glasses.