Job Description

Call Center Specialist

Position located in Phoenix, AZ

Hybrid work schedule after training period and based on performance.

Schedule: 2:00 PM - 10:30 PM with Wednesday and Thursday off (temporary position).

Pay & Location

• Pay: $21 per hour ($31.50 per hour when on overtime)
• Location: 2200 S. 75th Ave, Phoenix, AZ 85043 (near the intersection of Lower Buckeye and S. 75th Ave)

Benefits

• 401(k) company match
• Overtime eligible
• Medical, Dental, Vision, Disability, Supplemental and Life Insurance
• Health and Dependent FSA
• Employee Assistance Program
• Paid Time Off
• Employee Stock Purchase Plan
• Employee discounts
• Tuition Assistance Programs
• Immediate holiday pay
• Continual hands?on training

Job Responsibilities

• Answer all Advanced Contact Team (ACT) department inbound calls (vendor, breakdown, fuel, lumper, etc.); gather and document pertinent information to initiate/create a claim or repair order, and notify appropriate response personnel.
• Assist callers in equipment troubleshooting process, ensuring timely repairs; respond to incoming calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims; facilitate repair creation accordingly.
• Assess each situation independently and take action; 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 vendor selection and outside repair process.
  
• Ensure minimum downtime and maximum equipment utilization during the repair/storage cycle; report all down units to the appropriate OE for downtime and case number.
• Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Mastercard.
• 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.
• Meet all department Key Performance Indicators (KPIs) as indicated by leadership team.
• Maintain a positive work atmosphere by acting and communicating in a manner that facilitates the success of business operations.
• Perform additional responsibilities as assigned by leadership (additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 & 40).

Qualifications

• Customer service experience required; call center experience preferred; mechanical experience a plus.
• High School Diploma or GED.
• Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

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We are an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

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