Customer Service Representative

FleetPride•Houston, TX

1d•Onsite

About The Position

FleetPride, the largest after-market distributor of heavy-duty truck and trailer parts in the U.S., is seeking a Customer Service Representative. This role involves handling emergency and non-emergency phone calls, managing breakdown situations, coordinating with drivers and teams for road service requests, and ensuring customer satisfaction. The representative will also be responsible for data entry, processing payments, scheduling repairs, and communicating effectively with customers and internal staff. The position requires working Friday through Monday from 7 am CST - 6 pm CST and supporting the Customer Success Manager and Technicians with daily needs. The company is headquartered in Irving, TX, and has over 450 locations, more than 110 service centers, and six distribution centers, employing over 5,500 experts.

Requirements

High School Diploma (or GED or High School Equivalence Certificate)
Intermediate knowledge level of Windows XP (excel, word and outlook)
Active Listening: Giving full attention to what other people are communicating; taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Communicating: Conveying information to others in an effective manner.
Time management: Managing one’s time and the time of others.
Persuasion: Persuading others to change their minds or behavior.
Service orientation: Actively looking for ways to help people.
Ability to stay calm under pressure.
Ability to multitask and support the fast-paced demands of our business.
Demonstrating excellent phone skills to interact effectively with customers.
Fast, accurate typing with experience in data entry.

Responsibilities

Answer telephones, receive emergency and non-emergency phone calls, record application information, direct calls, and take messages.
Enter data in the computer system and maintain logs and records of calls, activities, and other information.
Prioritize calls according to urgency and importance.
Managing multiple breakdown situations on a daily basis.
Understanding and providing an appropriate estimated time of arrival.
Determine the status of the customer account and any payment needs prior to scheduling the work.
Obtain authorization for all credit card payments and process credit card and charge account payments.
Monitor the route and location of drivers to coordinate and prioritize their schedule.
Coordinate road call requirements with appropriate teams and/or drivers all pertinent information to complete their road service request, issue miscellaneous purchase orders and make all required arrangements to facilitate the road call; complete follow up to be sure work is performed in a timely manner; follow up with customers to ensure satisfaction and locate additional service and repair opportunities.
Communicate with customers, employees, and other individuals to answer questions, explain information relative to repairs being performed, schedule repairs, and address complaints.
Estimate, schedule, prepare, and invoice repairs in a knowledgeable manner, open repair orders, reports, memos, letters, and other documents, using Google Sheets, Excel spreadsheets.
Billing/Data entry for third-party vendors – prompt and accurate keying of information.
Fast, accurate typing with experience in data entry.
Incoming correspondence, including faxes and email.
Initiate activities to stay busy and productive during downtime.
Respond to internal inquiries in a timely manner.
Support Customer Success Manager and Technicians with daily needs.
Participate in on-call or after-hours coverage as needed.
Maintain a clean and organized office area.
Other duties as assigned.