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 including scheduled breaks and lunch times
Coordinate with on-call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute units
Coordinate outside repair with vendors and customers
Effectively handle all incoming calls and follow up calls
Process customer service requests on a variety of topics for our customers. Assist with questions related to billing, warranty, compliance paperwork, and etc…
All calls are monitored for Quality Assurance purposes and Call Center Customer Service Representatives will be required to participate in QA reviews
Contribute to making the call center a great place to work
Display a courteous and positive attitude daily

Call Center Representative

Key skills