Roadside Assistance Agent

Europcar•Tulsa, OK

About The Position

At Fox Rent A Car, Roadside Assistance Agents provide customer support when customers experience vehicle problems on the road. The role handles inbound calls, assesses reported issues, determines a preliminary course of action, and guides customers through troubleshooting to help them get back on the road quickly and safely. Agents are expected to resolve issues with courtesy, clarity, and professionalism, aiming for one-call resolution, while accurately communicating company and vehicle information through a range of communication methods. They also perform other duties as assigned to support business needs and objectives.

Requirements

Intermediate typing and data-entry skills.
Proficiency in Google Suite, including Word and Excel.
Availability to work multiple schedules that include weekends and holidays.
Excellent verbal and written communication skills.
Comfort using computerized order-processing systems.
Proven reasoning and problem-solving skills.
Attention to detail, organization, and follow-through.
Flexibility, ability to multitask, and openness to change.
Self-motivation and strong organizational skills.
Ability to work in a fast-paced environment under short time constraints.

Nice To Haves

Experience in an inbound call center and automotive-related business.

Responsibilities

Provide customer service and assistance to callers experiencing vehicle difficulties.
Determine a preliminary course of action based on information provided by the customer.
Think creatively and independently while facilitating problem resolution.
Resolve customer issues with courtesy, clarity, and professionalism, aiming for one-call resolution.
Troubleshoot vehicle issues and guide customers toward getting back on the road quickly and safely.
Convey accurate company information in person, by phone, email, fax, or other communication devices.
Explain vehicle features to customers and co-workers with varying levels of knowledge.
Perform other duties as assigned to support business needs and objectives.