What are the responsibilities and job description for the Call Center Representative position at Kenworth Sales?
Bring your skills to the 2020 Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location Kenworth and Isuzu truck dealership group, is looking for a Call Center Representative to join our Las Vegas, NV location.
Job Summary
The primary function of the call center customer service advisor is to coordinate repairs, dispatching tow companies and/or mobile repair units, communicating with customers, communicate with customers, and acting as a liaison between fleets, tow companies, and repair facilities.
Duties And Responsibilities
About the company: Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountian West and Mid-Atlantic regions.
An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
Job Summary
The primary function of the call center customer service advisor is to coordinate repairs, dispatching tow companies and/or mobile repair units, communicating with customers, communicate with customers, and acting as a liaison between fleets, tow companies, and repair facilities.
- Due to federally mandated DOT regulations, Kenworth Sales is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.
Duties And Responsibilities
- Answer incoming phone calls from customers seeking information regarding vehicle service repairs and/or service issues
- Coordinate the development of the program with all Kenworth Sales Company Branches.
- Establish and provides breakdown management support for Kenworth Sales Co fleet customers to include monitoring and interpreting fault codes, as well as campaign info for fleets.
- Monitors Company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time critical functions.
- Work directly with and assist each Corporate Service Director and District Service Manager as needed.
- Communicate effectively with Fleets, PACCAR Breakdown, and tow companies.
- Keeps a log of the details of communication with customer/dealer throughout the repair process.
- Coordinates with Service Manager/Shop Foreman to assure completion of work within time promised to customer.
- Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
- Ability to read and comprehend English instructions and information.
- High school diploma or equivalent.
- Must have a working knowledge of all heavy truck repair methods.
- Must have a highly technical background with good troubleshooting skills.
- Must have basic computer skills, and ability to utilize MS office programs as well as Paccar Web Ecat.
- Must have the ability to identify and meet Customer needs and requirements.
- Must be a hard worker and a self-starter and a problem solver.
- Excellent organizational, communication, and time management skills.
- Exceptional phone and Customer service skills required.
- Appearance must meet company requirements.
- Kenworth Sales Company promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
- Stability - Company is financially strong with an established base of customers and is well-positioned for continued expansion.
- History of Excellence - Work for an award-winning dealership with a reputation for unsurpassed quality and customer service.
- Excellent compensation and benefits package including comprehensive Health and Dental insurance, Flexible Spending Accounts (FSAs) with FLEX Card, Group Life Insurance, Short Term & Long-Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.
About the company: Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountian West and Mid-Atlantic regions.
An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.