Truck Breakdown Call Support Specialist

Knight Transportation•Phoenix, AZ

4d•$20 - $25

About The Position

Knight Transportation is Hiring! We are hiring a Call Support Specialist to join our Driver Breakdown team. This is an essential role that helps keep our drivers safe and freight moving. You’ll coordinate timely service, repairs, and support when equipment issues arise. If you’re calm under pressure and thrive on solving problems, we’d love to hear from you

Requirements

Exceptional customer service and communication skills required (1+ Years of Experience)
Must possess strong computer skills
Previous High-Volume Inbound Call Experience preferred
1+ Years in Customer Service Experience Required
High School Diploma or equivalent required.
Must be able to multitask and handle high call volume.
Must be able to work scheduled shift with flexibility to cover other shifts.

Nice To Haves

Previous mechanical experience preferred.

Responsibilities

Answer all Breakdown department inbound calls including vendor, fuel, lumper, etc. Gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel. Facilitate necessary repair of equipment during breakdown and accident repair cycles. Obtain maximum equipment utilization to minimize overall costs.
Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.
Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.
Investigate and recover all warranties possible during the vendor selection and outside repair process.
Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.
Control payments issued through purchase order, advance funds to Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.
Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.
Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QUALCOMM messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly.
Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.
Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Venn-Invoice, and spreadsheets
Proactively work to assist others in achieving the organization's objectives.