Roadside Specialist

Position Summary:

NSD Dispatch Specialists perform a critical role assisting customers who need roadside assistance by contacting and managing service providers in a fast-paced, quickly changing environment. Your ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and analyze situations quickly to make effective decisions is valued and instrumental to ensuring an exceptional customer service experience.

Duties and Responsibilities:

• Dispatches roadside assistance requests in a timely manner to service providers using a variety of communication channels.
• Communicate with service providers the pertinent information needed to provide timely assistance.
• Answering inbound phone calls, providing exceptional customer service to clients and customers.
• Communicate to the customer via outbound calls when necessary to provide and/or resolve logistical issues or provide status updates.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Escalates service issues, concerns, complaints and incorrectly created calls.
• Effectively manage time pertaining to call metrics, breaks and lunches.
• Meet daily and monthly performance objectives as outlined in our Standard Operating Procedure.
• Ensure you are at your desk, ready and in available status at the start of your shift.
• Ensure calls are properly documented.
• Track and email excessive cost to assigned supervisor.
• Clearly communicate service delays or delays in completing your work to your supervisor.

Education and Work Experience:

• High School Diploma
• Some College Preferred
• Microsoft Office
• Web based applications

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must always maintain the highest level of Confidentiality.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines.
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct.
• Must be very proficient with inbound and outbound calls.
• Must have excellent analytic skills.
• Provide support to the Regional Field Managers and their regions.
• Present a professional and welcoming environment for internal and external customers.
• Understand and operate in accordance with Company Policy and Procedures.

Hours Required: 40 hours per week. Mon-Fri Some weekends some travel

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand, walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.