Dispatch Resolution Representative I and II

General Position Description / Responsibilities

Under the supervision of the Customer Service Manager, the Dispatch Resolution Representative I and II, is responsible for processing inbound and outbound calls to the point of resolution, including customer service assistance, inquiries, and complaints. They will provide the highest quality service while ensuring that the caller's needs are met.

Dispatch Resolution Representative will focus on meeting monthly goals in NPS, CPE, AHT, QWT and more.

Responsibilities and Duties

Provide roadside assistance to customers.

Working Dispatches for Core 1 (Light Duty) and Core 2 (Medium and High Duty).

Answer Member and Vendor Call Backs.

Work Digital Dispatches.

Work White Glove and Manual Closed Loop as needed.

Troubleshooting and resolving problems encountered by customers.

Educate and explain membership benefits and coverage.

Keep current on all benefit/training information.

Keep current all company and departmental policies and procedures.

Maintaining or exceeding minimum requirements of the CSR Standards of Measurements.

Adhere to all company and department policies.

Log into network and e-mail and adhere to equipment policies.

Maintain acceptable levels of performance to include but not limited to attendance, adherence, fulfillment, and all other productivity and efficiency targets and objectives.

Support safety and ergonomic standards.

Acknowledging employee's birthdays and anniversaries.

Support your fellow teammates.

Adhere to our Core Values.

Other duties as assigned.

Work Location and Schedule

Location: Grapevine, Tx and Lake Havasu City, AZ

Typical Work Week: 40 hours, including at least 1 weekend day.

Job Type: Full-Time

Starting Wage: Starting at $15.00, pay increases based on completion of training(s), passing all exams, and metrics.

Requirements:

Minimum 1 year customer service experience.

Excellent Customer Service Skills.

Good verbal / written communication skills.

Good analytical and problem-solving skills.

Computer/keyboard experience and Internet knowledge.

Ability to function in a team environment.

Ability to think outside of the box.

Mapping with Bing or Google maps and searching skills.

Ability to work varied shifts and varied days off as needed.

Bilingual-English, French, or Spanish is desirable but not required.

Education

High school diploma or equivalent

Benefits

Employer-sponsored health, dental, and vision insurance.

Employer-funded Health Savings Account option.

Employer-paid life, short-and-long term disability.

401(K).

And much more!

Core Values

Honesty

Humility

Integrity

Family

Excellence

Courage

Servant's Heart