What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE position at Road Runner Wrecker Service?
Essential Duties and Responsibilities Include the following. Other duties may be assigned.
Ø Efficiently and accurately receives information from customers to ensure timely and efficient dispatching.
Ø Utilize problem-solving, strategy, and creativity to ensure timely and accurate service
o
Ø Relay information to Call Center team with clarity and efficiency.
Ø Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
Ø Understand the basic procedures for towing and roadside service in order to better assist customers and dispatch effectively.
Ø Assist customers in releasing vehicles by following all proper procedures and providing high quality customer service.
Ø Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.
COMPETENCY
Requirements
Ø Using reason even when dealing with emotional topics or situations.
Ø Possess the ability to multitask and meet demands during high volume periods.
Ø Possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must possess the ability to compete rate, ration, and percent and to draw and interpret bar graphs.
Ø Possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardize situations.
Ø Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
Ø Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate behavior in decision making process; makes timely decisions.
Responsibilities
COMMUNICATION
Ø Demonstrates active listening, understands client needs and asks clarifying questions when needed.
Ø Regularly and appropriately communicate with everyone you interact with professionalism, integrity, and clarity.
Ø Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions & able to answer questions based on policy & procedures.
Ø Contributes to a collaborative effort and thrives in a team-oriented environment.
Ø Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.
Responsibilities
Ø Overall ensures to work closely with team members to communicate efficiently with our customers and relay necessary information.
Ø Maintains a helpful and willingness to help behavior
PROFESSIONALISM
Requirements
Ø Approach others in a tactful manner; react well under pressure; treat other with respect and consideration regardless of their status or position; accept responsibility for on actions; follow through on commitments.
Ø Manages difficult or emotional customer situations with professionalism.
Ø Consistently ensure quality customer service through professionalism, timely response, skill, and courtesy.
Responsibilities
Ø Maintain personal appearance and uniforms in compliance with established Company standards.
DEPENDABILITY
Requirements
Ø Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Ø Follows instructions, responds to management direct; takes responsibility for own actions; keeps commitments you have made to the company.
Ø Steps up to the plate and demonstrates positive leadership when necessary. Leads by example.
Responsibilities
Ø Arrive at work on time daily, ready for duty when shift starts.
Ø Maintain consistently excellent attendance.
Ø Attend employee meetings as requested for job information.
Ø Assist in training new employees when requested, communicating clearly and professionally all proper operating procedures.
QUALITY ASSURANCE
Requirements
Ø Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
Ø Uses time efficiently.
Ø Demonstrates accuracy and thoroughness; look for ways to improve and promote quality.; applies feedback to improve performance; monitors own work to ensure quality.
Ø Attention to detail and ability to prioritize work.
Ø Meets productivity standards; completes work in timely manner; strive to increase productivity; works quickly and accurate.
Ø Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Ø Participate in all on-going training or corrective training when necessary.
Responsibilities
Ø Utilize critical thinking during difficult projects or tasks, discover answers to problems using all resources available, then asking for support when no other solution is found.
Ø Efficiently and accurately receives information from customers to ensure timely and efficient dispatching.
Ø Utilize problem-solving, strategy, and creativity to ensure timely and accurate service
o
Ø Relay information to Call Center team with clarity and efficiency.
Ø Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
Ø Understand the basic procedures for towing and roadside service in order to better assist customers and dispatch effectively.
Ø Assist customers in releasing vehicles by following all proper procedures and providing high quality customer service.
Ø Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.
COMPETENCY
Requirements
Ø Using reason even when dealing with emotional topics or situations.
Ø Possess the ability to multitask and meet demands during high volume periods.
Ø Possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must possess the ability to compete rate, ration, and percent and to draw and interpret bar graphs.
Ø Possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardize situations.
Ø Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
Ø Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate behavior in decision making process; makes timely decisions.
Responsibilities
COMMUNICATION
Ø Demonstrates active listening, understands client needs and asks clarifying questions when needed.
Ø Regularly and appropriately communicate with everyone you interact with professionalism, integrity, and clarity.
Ø Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions & able to answer questions based on policy & procedures.
Ø Contributes to a collaborative effort and thrives in a team-oriented environment.
Ø Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.
Responsibilities
Ø Overall ensures to work closely with team members to communicate efficiently with our customers and relay necessary information.
Ø Maintains a helpful and willingness to help behavior
PROFESSIONALISM
Requirements
Ø Approach others in a tactful manner; react well under pressure; treat other with respect and consideration regardless of their status or position; accept responsibility for on actions; follow through on commitments.
Ø Manages difficult or emotional customer situations with professionalism.
Ø Consistently ensure quality customer service through professionalism, timely response, skill, and courtesy.
Responsibilities
Ø Maintain personal appearance and uniforms in compliance with established Company standards.
DEPENDABILITY
Requirements
Ø Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Ø Follows instructions, responds to management direct; takes responsibility for own actions; keeps commitments you have made to the company.
Ø Steps up to the plate and demonstrates positive leadership when necessary. Leads by example.
Responsibilities
Ø Arrive at work on time daily, ready for duty when shift starts.
Ø Maintain consistently excellent attendance.
Ø Attend employee meetings as requested for job information.
Ø Assist in training new employees when requested, communicating clearly and professionally all proper operating procedures.
QUALITY ASSURANCE
Requirements
Ø Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
Ø Uses time efficiently.
Ø Demonstrates accuracy and thoroughness; look for ways to improve and promote quality.; applies feedback to improve performance; monitors own work to ensure quality.
Ø Attention to detail and ability to prioritize work.
Ø Meets productivity standards; completes work in timely manner; strive to increase productivity; works quickly and accurate.
Ø Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Ø Participate in all on-going training or corrective training when necessary.
Responsibilities
Ø Utilize critical thinking during difficult projects or tasks, discover answers to problems using all resources available, then asking for support when no other solution is found.