What are the responsibilities and job description for the Customer Service Representative position at Road Runner Wrecker Service?
Road Runner is hiring a Customer Service Representative
Essential Duties And Responsibilities
General Requirements
Essential Duties And Responsibilities
- Efficiently and accurately receive information from customers to ensure timely and effective dispatching.
- Utilize problemsolving, strategy, and creativity to ensure timely and accurate service.
- Relay information to the Call Center team with clarity and efficiency.
- Use the phone professionally, including answering, holding, and transferring calls in a timely manner.
- Understand basic towing and roadside service procedures to better assist customers and dispatch effectively.
- Assist customers with vehicle releases by following proper procedures and delivering highquality customer service.
- Demonstrate proper phone etiquette and maintain professionalism with coworkers, supervisors, and clients.
General Requirements
- Use reason and sound judgment even when handling emotional topics or situations.
- Ability to multitask and meet demands during highvolume periods.
- Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals; ability to compute rates, ratios, and percentages; ability to interpret bar graphs.
- Ability to apply commonsense understanding to carry out detailed but straightforward written or oral instructions.
- Ability to resolve problems involving a few concrete variables in standardized situations.
- Ability to use GPS systems to communicate accurate ETAs and relay information to customers and coworkers.
- Demonstrates willingness to make decisions, uses sound judgment, explains reasoning, and makes timely choices.
- Demonstrates active listening, understands client needs, and asks clarifying questions when necessary.
- Communicates professionally, clearly, and with integrity in all interactions.
- Speaks clearly and persuasively in both positive and challenging situations; listens well and responds appropriately based on policy and procedures.
- Contributes to a collaborative, teamoriented environment.
- Works well with others regardless of role and demonstrates strong teamwork skills.
- Works closely with team members to communicate efficiently with customers and relay necessary information.
- Maintains a helpful, willingtoassist attitude.
- Approaches others tactfully; reacts well under pressure; treats others with respect regardless of position; accepts responsibility for actions; follows through on commitments.
- Manages difficult or emotional customer situations with professionalism.
- Ensures consistent, highquality customer service through professionalism, timely response, skill, and courtesy.
- Maintain personal appearance and uniforms in compliance with company standards.
- Consistently arrives to work on time; ensures responsibilities are covered when absent; arrives at meetings and appointments promptly.
- Follows instructions, responds to management direction, takes responsibility for actions, and honors commitments.
- Demonstrates positive leadership when necessary and leads by example.
- Arrive on time daily and be ready for duty at the start of the shift.
- Maintain excellent attendance.
- Attend employee meetings as requested.
- Assist in training new employees when requested, communicating procedures clearly and professionally.
- Sets and achieves challenging goals; demonstrates persistence; overcomes obstacles; measures performance against standards of excellence; takes calculated risks.
- Uses time efficiently.
- Demonstrates accuracy and thoroughness; seeks ways to improve quality; applies feedback to improve performance; monitors own work.
- Shows strong attention to detail and ability to prioritize tasks.
- Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly and accurately.
- Adapts to changes in the work environment; manages competing demands; adjusts approach as needed; handles frequent change, delays, or unexpected events.
- Participates in ongoing or corrective training as needed.
- Utilize critical thinking during difficult tasks or projects; use all available resources to find solutions and seek support when no other solution is found.