Customer Service Representative

Road Runner Wrecker Service•Leesburg, VA

22h•Onsite

About The Position

Road Runner is hiring a Customer Service Representative. This role involves efficiently and accurately receiving information from customers to ensure timely and effective dispatching. The representative will utilize problem-solving, strategy, and creativity to ensure timely and accurate service. They will relay information to the Call Center team with clarity and efficiency, use the phone professionally, and understand basic towing and roadside service procedures. Additionally, the role includes assisting customers with vehicle releases by following proper procedures and delivering high-quality customer service, while demonstrating proper phone etiquette and maintaining professionalism with coworkers, supervisors, and clients.

Requirements

Use reason and sound judgment even when handling emotional topics or situations.
Ability to multitask and meet demands during high‑volume 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 common‑sense understanding to carry out detailed but straightforward written or oral instructions.
Ability to resolve problems involving a few concrete variables in standardized situations.
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.
Approaches others tactfully; reacts well under pressure; treats others with respect regardless of position; accepts responsibility for actions; follows through on commitments.
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.
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.

Nice To Haves

Assist in training new employees when requested, communicating procedures clearly and professionally.

Responsibilities

Efficiently and accurately receive information from customers to ensure timely and effective dispatching.
Utilize problem‑solving, 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 high‑quality customer service.
Demonstrate proper phone etiquette and maintain professionalism with coworkers, supervisors, and clients.
Use GPS systems to communicate accurate ETAs and relay information to customers and coworkers.
Communicate professionally, clearly, and with integrity in all interactions.
Speak clearly and persuasively in both positive and challenging situations; listen well and respond appropriately based on policy and procedures.
Contribute to a collaborative, team‑oriented environment.
Work well with others regardless of role and demonstrate strong teamwork skills.
Work closely with team members to communicate efficiently with customers and relay necessary information.
Maintain a helpful, willing‑to‑assist attitude.
Manage difficult or emotional customer situations with professionalism.
Ensure consistent, high‑quality customer service through professionalism, timely response, skill, and courtesy.
Maintain personal appearance and uniforms in compliance with company standards.
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.
Utilize critical thinking during difficult tasks or projects; use all available resources to find solutions and seek support when no other solution is found.