Roadside Customer Service
About The Position
Coordinates and schedules emergency breakdown and routine repair work performed outside the main terminal. The position handles driver requests for maintenance repairs and other operational issues, arranges suitable nearby vendor services, communicates updates to drivers and internal contacts, and documents the situation and payments. The role also administers warranty claims and keeps the Manager informed about warranties, purchase orders, Comchecks, and other payment methods. The schedule is Wednesday through Friday, 10:00 AM–9:00 PM, and Saturday, 7:00 AM–6:00 PM. Regular onsite attendance is required to facilitate effective interaction with coworkers and subordinates.
Requirements
- Excellent communication and interpersonal skills.
- Good customer service skills.
- Computer and typing skills.
- Ability to communicate clearly, handle stressful situations, and pay close attention to detail.
- Ability to work as a team player and manage a diverse workforce.
- Regular onsite job attendance.
Nice To Haves
- OTR driving experience or heavy truck maintenance experience.
Responsibilities
- Handle incoming calls from drivers needing maintenance repairs or assistance with other operational issues, such as load shifts or accident damage.
- Obtain information about the specific need, type of repair, and driver.
- Verify load requirements, destination, and delivery time, then schedule necessary repairs near the route to help avoid late delivery.
- Inform internal contacts of the situation through the appropriate means and document all related information.
- Contact local vendors to coordinate repairs near the route, follow warranty guidelines, and refer to applicable warranties.
- Notify the driver of the vendor, location, and, for a breakdown, the vendor's expected arrival time.
- Follow up to confirm repair work is progressing as scheduled and that the appropriate customer contact is informed.
- Track, maintain, and document payment methods for services, including Comchecks, purchase orders, and other money transfers.
- Administer warranty claims and keep the Manager informed about warranties in process.
- Obtain and record information needed for warranty claims and ensure parts are returned to the location filing the claim.
- Keep the Manager informed about purchase orders, Comchecks, and other payment methods used in the operation.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
