Call Center Representative

Kenworth Sales Company • Ashland, VA

1d • Onsite

About The Position

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 Ashland , VA 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. 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. Schedule: 3pm - 11:30pm

Requirements

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED