Call Center Specialist

Swift Transportation•Phoenix, AZ

9d•Onsite

About The Position

The Call Center Specialist is responsible for resolving equipment issues with drivers and vendors when breakdowns occur. They are required to make safe, cost-effective decisions that get equipment back up and running in a timely manner. This role is similar to AAA for cars, and no mechanical experience is needed.

Requirements

Customer service experience required.
High School Diploma or GED.
Intermediate computer literacy and ability to type 25 words per minute.
Exceptional customer service and communication skills.
Ability to multitask and handle high call volume.
Ability to work scheduled shift with flexibility to cover other shifts.

Nice To Haves

Call center experience preferred.
Mechanical experience a plus.

Responsibilities

Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, fuel, lumper, etc.; gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel.
Facilitate necessary repair of equipment during breakdown and accident repair cycles; obtain maximum equipment utilization to minimize overall costs.
Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly.
Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.
Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.
Investigate and recover all warranties possible during the vendor selection and outside repair process.
Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.
Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.
Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.
Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.
Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.