Uptime Support Specialist

Volvo Group • Greensboro, NC

6d • $45,500 - $56,200 • Onsite

About The Position

Both the Volvo Action Service and Mack OneCall teams are dedicated to supporting customers across North America by ensuring they are back on the road quickly following a breakdown or other assistance needs. This involves monitoring breakdown status and resolving logistical and technical challenges. The team is committed to customer success and excels at advanced problem-solving. Located at the heart of Volvo Trucks’ Uptime Center in Greensboro, North Carolina, the team operates 24/7/365 with colleagues from diverse backgrounds. As an Uptime Support Specialist, you will be a vital part of the Volvo Action Service and Mack OneCall teams, delivering excellent customer service in a high-volume call center environment. The primary objective is to provide an exceptional customer experience during breakdowns, managing customer expectations and unique requirements, dispatching services, and following up with service providers to resolve issues and get trucks operational. Delivering outstanding customer service is a point of pride and leaves a lasting positive impression of our brand.

Requirements

• High school or GED equivalent required
• 1-2 years of customer service / technical support experience preferred.
• Solid understanding of Microsoft operating systems
• Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment while effectively documenting important facts in our case management system.
• Innovative problem solving, research, motivational, teambuilding and analytical skills
• Ability to sit for extended periods of time while using a computer and other devices.
• Ability to work in an office location in Greensboro, NC – this is not a remote position.

Nice To Haves

• Bachelor’s degree is preferred
• Automotive associate degree is preferred or automotive/heavy duty diesel repair experience

Responsibilities

• Promptly answer, accurately document, and respond to customer requests via phone calls regarding roadside assistance or other inquiries, maintaining pleasant and professional phone etiquette. Deliver extraordinary customer service using sound business judgment and by listening and probing for additional information as needed.
• Accurately document inquiries in case management tools to ensure a transparent and seamless customer experience. Keep interested parties informed throughout the breakdown event. Assist customers using provided tools, resources, and systems, adhering to standard operating procedures for a consistent customer experience.
• Coordinate with customers, dealers, and tow vendors during breakdown events. Provide estimated times of arrival (ETAs), ensure timely follow-ups, and manage cases to completion. Ensure required information is captured and adhere to set standards to exceed customer expectations. Locate, understand, and provide technical specification and warranty information as needed.
• Collaborate and build team relationships with peers and colleagues to contribute effectively to group goals and foster a positive work environment. Actively participate in the development of the team, including its working procedures and environment.
• Establish and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities supporting customers and the team.
• Provide excellent customer service and problem-solving in end-to-end case management for issues related to services provided, case financials, or customer inquiries. This includes proper customer and dealer follow-up to promote excellent and ongoing communication during the service event.
• Address customer complaints effectively during case coordination and know when to escalate to a team lead for timely case progression. Make sound decisions regarding service prioritization (e.g., safety concerns). Identify situations requiring special handling and coordinate with the supervisor and/or manager.
• Perform any other tasks as needed and directed by supervisory and/or management staff.

Benefits

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED