Roadside Escalation Representative Senior

Enterprise•St. Louis, MO

7d•Onsite

About The Position

Enterprise Mobility is excited to announce a new opportunity to join our Roadside department as a Roadside Escalation Representative Senior! In this role, you’ll be the go-to expert for customers facing unexpected roadside hiccups during their rental journey. As the first line of action after initial help is requested, you’ll jump in to assess the situation, coordinate the right support (think tow trucks, rental swaps, and more!), and keep things moving smoothly. You’ll stay in the loop until everything’s resolved—making sure every customer feels supported from start to finish! This is your chance to shine when it matters most—let’s make every mile count!

Requirements

Must be at least 18 years of age
Must have a minimum of 3 years of customer service experience
Must have a minimum of one year of consecutive work experience with one employer
Must be willing and able to work in office in Weldon Spring, MO
Must currently live in the St. Louis, MO or surrounding area (Must reside in MO.)
High School Diploma/GED
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Nice To Haves

Call center or contact center preferred

Responsibilities

Provide efficient and effective end-to-end support for roadside assistance requests escalated to the team through various communication methods; communicate effectively with customers to understand needs and document events per internal standards
Apply problem solving skills, policy and procedure expertise to determine, dispatch and coordinate with service providers for appropriate services, offering alternatives and overcoming objections to effectively meet customer needs
Consistently monitor status of roadside events to proactively intervene with the vendor and/or customer, determining and coordinating appropriate next steps to support customer needs
Discuss/negotiate and authorize appropriate additional services to accommodate situations created by the roadside event and meet customer expectations (i.e. hotel stay, additional transportation expense, etc.)
Provide vehicle management assistance to customers as needed (unlocking vehicles, geolocating vehicles, etc.)
Seek to improve job performance through self-assessment, skill development, training and goal setting
Maintain a regular and reliable level of attendance and punctuality
Perform miscellaneous job-related duties as assigned