Call Center Specialist

Call Center Specialist 

***POSITION LOCATED IN PHOENIX, AZ***
HYBRID WORK SCHEDULE AFTER TRAINING PERIOD AND BASED ON PERFORMANCE  

Schedule: 2:00pm-10:30pm with Wednesday and Thursday off

• The Job: Call Center Specialist (much like AAA for cars…no mechanical experience needed)
• The Pay: $21 per hour ($31.50 per hour when on OT)
• The Location: 2200 S. 75th Ave, Phoenix, AZ 85043 (near the intersection of Lower Buckeye and S. 75th Ave)

What we offer our Call Center Specialist:    

• 401(K) Company Match 
• Overtime Eligible
• Medical, Dental, Vision, Disability, Supplemental and Life Insurance, Health and Dependent FSA
• Employee Assistance Program
• Paid Time Off
• Employee Stock Purchase Plan
• Employee Discounts
• Tuition Assistance Programs
• Immediate holiday pay
• Continual hands-on training

Accelerate your Career!    

Our Breakdown Specialist is responsible for resolving equipment issues with drivers and vendors when breakdowns occur. They're required to make safe, cost-effective decisions that get our equipment back up and running in a timely manner    

Job Responsibilities: What you will do

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; obtain maximum equipment utilization to minimize overall costs.    

• 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.
• 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 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.

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Qualifications: What you need to bring    

• 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; ability to multitask and handle high call volume; ability 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

The Company is an equal employment op