Overview

JOIN OUR TEAM!

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The Customer Support Representative is responsible for providing exceptional customer service to external and internal customers. Support Representatives will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.

Boss Shops has many benefits to offer you that you will not find anywhere else like:

• Vacation after six months
• 401K and matching contributions
• Health, dental and vision insurance
• Short and long term disability insurance
• Life insurance
• A clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more!

Boss Truck Shop offers on-demand pay (access to earned but not yet paid wages) through:

Responsibilities

• Provide high quality customer support for internal and external customers by handling all questions, complaints, and inquiries with a high degree of professionalism.
• Handle all levels of customer issues by clarifying customer’s complaint, determine cause of problem, escalating issue to appropriate party (if applicable), and following up to ensure resolution.
• Be familiar with all payment processes including but not limited to; Comdata, EFS, Pilot Reward, National tire accounts, and corporate billing accounts.
• Ability to keep record of all events and to provide a high level of accuracy when completing, escalating, or creating any type of event.
• Be familiar with shop processes including but not limited to; service capabilities, service rates, available products, and promotions.
• Be detail oriented and be able to identify any issues that arise as well as be able to make the corrections necessary.
• Understand policy and procedures within the Boss Shop division including warranty claims and have the ability to process these types of events effective and efficiently.
• Support the Boss Shop Administrative by creating and running reports, escalating issues to the correct parties as needed, and responding to all requests made by the Boss Shop Administrative team within a timely manner.
• Work closely with the AR department in resolving billing issues and handling disputes between customers and internal staff.
• Reporting for work in a timely manner when scheduled.

Additional Job Duties:

• Assisting in other duties, as assigned.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Qualifications

Education and/or Experience (include certs or licenses needed).

• Associate degree in business or equivalent work experience, preferred.
• Three to five years in Customer Service, required.
• Automotive or diesel repair knowledge, preferred.

Minimum Qualifications:

• Able and willing to deliver friendly, courteous, and prompt customer service.
• Must be able to operate a computer and use the following programs efficiently: Microsoft Excel, Microsoft Word, Microsoft Outlook, Internet Explorer, and customer service software.
• Have the ability to multitask, have thorough follow-up skills, and the ability to diffuse situations with customers.
• Excellent written and verbal communications.
• Ability to work independently or with limited to no direct supervision.
• Availability to work weekends and holidays.
• Must be able to communicate in English. – IF APPLICABLE
• Must have good listening skills and be able to take information at a fast pace.
• Able and willing to deliver friendly, courteous, and prompt customer service.
• Able and willing to work cooperatively with other team members.

Physical Requirements: The physical demands described here are representative of those that must be met by the Customer Support Representative to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.

• The employee must occasionally lift and/or move up to 30 lbs., while performing the duties of this job, the employee is required to sit for long periods of time and occasionally required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.