Roadside Customer Service

Summary: Coordinates and schedules emergency breakdown and routine repair work performed outside of the main terminal.

The shift for this position is:

Wednesday 10AM - 9PM
Thursday 10AM - 9PM
Friday 10AM - 9PM
Saturday 7AM - 6PM

Essential Duties and Responsibilities: includes the following. Other duties as assigned.

1. Handles incoming calls from drivers needing assistance with maintenance repairs and other work related to the operation (load shifts, accident damage, etc.).


2. Obtains the specific needs, type of repair and specific driver information.


3. Verifies load requirements, destination, time of delivery and schedules the necessary repair closest to the route to avoid late delivery.


4. Informs internal contacts of the situation by the applicable means and documents all information pertaining to the situation.


5. Makes the necessary calls to coordinate the repair work with vendors in the area, nearest to route and following warranty guidelines and refers to applicable warranties.


6. Notifies the driver of the vendor and location and notifies the driver of the time the vendor will be there, if the unit is broke down.


7. Makes follow up calls to assure the repair work is going as scheduled and the proper customer contact is notified of progress.


8. Tracks, maintains and documents all methods of payment for services rendered, Comcheck, purchase orders and any other money transfers.


9. Administers warranty, keeping the Manager advised of all warranty in process. Assures that all necessary information pertaining to warranty claims are obtained and recorded and parts are brought back to the location filing the claim.


10. Keeps Manager informed of all purchase orders, Comchecks and any other payment method used in the operation.

QUALIFICATIONS:

• Must have excellent communication and interpersonal skills.


• Must have good customer service skills.


• OTR Driving Experience or Heavy Truck Maintenance Experience preferred.


• Computer & Typing Skills required.

Regular onsite job attendance is required to facilitate effective interaction with co-workers and subordinates.

Special Skills: Must be able to communication clearly, handle stressful situations and pay close attention to detail.  Must also be able to work and perform as a team player and manage a diverse workforce. Regular onsite job attendance is required to facilitate effective interaction with co-workers and subordinates.

 Physical Demands: It is necessary to talk, hear, sit, write, type.  It is occasionally necessary to lift up to 25 lbs.