Roadside Escalation Representative Senior

Enterprise Mobility • Saint Louis, MO

390d • $47,403 - $47,403

About The Position

The Roadside Escalation Representative Senior plays a crucial role in providing quality support for customers experiencing roadside events during their rental experience. This position serves as the first point of escalation for assistance requests, coordinating with service providers, and ensuring customer needs are met effectively and efficiently.

Requirements

• Must be at least 18 years of age
• Must have a minimum of 3 years of customer service experience (call center or contact center preferred)
• Must have a minimum of one year of consecutive work experience with one employer
• Must be willing and able to work in office in St. Louis, MO
• High School Diploma/GED required
• 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

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

Benefits

• Paid training
• Full-time benefits including medical, dental & vision
• 401k with a company match of up to 4%
• Profit sharing
• Paid time off
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees