Assist customers who are experiencing a vehicle breakdown
Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up, and vehicle status updates
Improve the quality and consistency of customer communications and ensure customer's expectations are met
Drive improvement of Customer Satisfaction Index (CSI) scores
Enhance service productivity by identifying available resources through effectively following shift scheduling
Coordinate with on-call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements
Effectively handle all incoming calls and follow up calls
Mentor and groom CSCI agents as they are onboarding
Process customer service requests on a variety of topics for our customers

H.S. diploma/GED required
Three (3) years or more experience in Customer Service with issues resolution experience required
Strong computer skills including typing, spreadsheets, word processing software, and CRM applications advanced required

comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options
paid time off for vacation, illness, bereavement, family and parental leave
tax-advantaged 401(k) retirement savings plan

Customer Service Representative

Key skills