Breakdown Support Specialist - (Call Center)

Swift Transportation; Phoenix (AZ); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

401k

Medical, Dental, Vision

Disability Insurance

Employee Stock Purchase Plan

Tuition Assistance

Job summary

Swift Transportation in Phoenix, AZ is seeking an ACT support specialist to handle inbound calls, document information, and initiate claims or repairs. You will work with vendors, breakdowns, fuel issues, and lumper matters to keep equipment moving.

The role emphasizes customer service, multitasking, and timely communication. A high school diploma is required; call center experience is preferred; typing 25 wpm and solid computer skills are helpful. Competitive hourly pay and benefits are offered.

Qualifications

• Customer service experience preferred; call center experience beneficial.
• Typing 25 words per minute and basic computer literacy are expected.
• Excellent communication and ability to multitask in a high-volume environment.

Responsibilities

• Answer all Advanced Contact Team (ACT) inbound calls including vendor, breakdown, fuel, lumper, etc.; gather and document information to initiate/ create a claim or repair order.
• Facilitate necessary equipment repairs during breakdown and accident cycles to maximize utilization and minimize downtime.
• Assess each situation independently and take appropriate action; gather data, document clearly, and ask questions when needed.
• Negotiate costs incurred during accidents and breakdowns to hire the best-qualified vendor in the company’s interest; authorize repairs within authority.
• Investigate and recover warranties during vendor selection and repair processes.
• Control payments issued through purchase orders and fuel/charge accounts; liaise between departments and leadership for escalations.
• Maintain KPI performance and a positive work atmosphere to support business operations.
• Perform additional ACT responsibilities as assigned, including Warranty Box, Ven-Invoice, spreadsheets and macros.

Skills

Customer service

Call center experience

Typing 25 wpm

Multitasking

Communication skills

Education

High School Diploma or GED

Job description

Who We Are

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities. We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Description

Position at Swift Transportation

Pay Range: $21.00 - $24.00 Hourly

Job Responsibilities: What you will do

Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, 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.

• 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.
• 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 Com-Data fuel card, 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.
• Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.
• Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Qualifications: What you need to bring

• Customer service experience required. call center experience preferred; mechanical experience a plus.
• 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.
• High School Diploma or GED.

What we offer

Our Benefits Package includes 401k, Medical, Dental, Vision, Disability, Supplemental and Life Insurance as well as pet insurance. We also offer an Employee Stock Purchase plan, paid training, wellness programs, Flexible Spending Account, Tuition Assistance Programs (subject to change), Military Leave, and discounts with our vendors.

Volunteer opportunities to support our local communities

We have an adoration for helping others which is why we have worked hard to establish partnerships with organizations such as Children's Miracle Network and Habitat for Humanity that allow us to give back.

Training, Development & Growth Opportunities

Our success at Swift is driven by our people! Our goal is to provide a supportive environment that promotes growth and advancement. We invest the time to ensure our employees receive the best training, along with all the tools and resources to thrive.

Diversity, Equity and Inclusion

A diverse workforce allows us to achieve a dynamic business advantage where we can openly collaborate, thus bringing new ideas to the table that contribute to innovative and effective solutions. Everyone at Swift has a voice and your opinion matters.

The Company is 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. Candidates must be authorized to work in the U.S. The Company does not sponsor employment visas.