Road Service Agent

CR England•Salt Lake City, UT

9d•Remote

About The Position

The Road Service Agent will serve as a professional resource to aid in the safety of our drivers. This role requires mechanical experience, with a strong preference for experience with trucks, trailers, or reefers. The agent will be responsible for reducing driver and equipment downtime by accurately diagnosing equipment breakdowns and utilizing appropriate vendors. This position involves communicating with Operations, Repair Facilities, and Drivers to successfully execute road calls, making safe and cost-effective decisions, and utilizing in-house repair facilities to reduce costs. The agent must be able to handle high volumes of phone calls professionally, maintain a high level of emotional intelligence, and negotiate with repair vendors to reduce costs while meeting DOT expectations. The role also requires the ability to understand and execute company/vendor expectations, utilize multiple screens and programs to update repair order notes, use available resources to solve complicated situations, apply DOT regulations to repair decisions, and leverage the Warranty Team to reduce unnecessary repair costs.

Requirements

Mechanical experience required
Proficiency with Microsoft Suite programs is a must
Excellent written and verbal communication skills
Proficient typing skills
Ability to solve multiple complex situations simultaneously
Efficient with administration tasks
Proven ability to work under pressure
Strong negotiator

Nice To Haves

Experience with trucks, trailers, or reefers is strongly preferred
Team Oriented
Enjoy working with drivers
Have a passion for coaching
Ability to be a supportive listener
Be willing to support and assist in overload work situations, including flexibility with breaks and lunch hour.
Open to supporting the team by working a holiday or covering while a team member is enjoying their vacation
Possess a strong home internet for approved work from home days
DOT Safety or Compliance knowledge is a plus
Commercial vehicle and or mechanical knowledge is a plus
Ability to have FUN

Responsibilities

Be a professional resource to aid in the Safety of our Drivers
Reduce driver and equipment downtime by accurately diagnosing equipment breakdowns and utilizing the appropriate vendors
Communicate with Operations, Repair Facilities, and our Drivers to successfully execute a Road Call
Accurately diagnose equipment breakdowns and make safe and cost-effective decisions
Utilize in-house repair facilities to reduce costs
Effectively answer high volumes of phone calls in a clear and professional manner
Maintain a high-level of emotional intelligence
Negotiate with repair vendors to reduce costs while meeting DOT expectations
Ability to understand and execute company/vendor expectations
Capable of utilizing multiple screens and programs to update repair order notes
Use all available resources to solve complicated situations
Apply DOT regulations to your repair decisions
Utilize our Warranty Team to reduce unnecessary repair costs