Call Center Representative

Jobtailor; Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Jobtailor is seeking a Customer Service Representative to assist customers experiencing vehicle breakdowns. You will follow established communication protocols, provide timely status updates, and coordinate with technicians, rental teams, and drivers to identify repair needs and available substitutes.

You will work in a fast-paced call center, handle a variety of service requests including billing and warranty, participate in QA reviews, and contribute to a positive team environment.

Qualifications

• H.S. diploma or GED required.
• 3+ years in Customer Service with issue resolution required.
• QA reviews participation expected.

Responsibilities

• 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 customers’ 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, including billing, warranty, compliance paperwork, 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

Skills

Customer service

Issue resolution

Communication

Team collaboration

Time management

Education

High School Diploma or GED

Job description

Responsibilities

• 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 customers’ 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, including billing, warranty, compliance paperwork, 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

Requirements

• H.S. diploma/GED required
• Three (3) years or more in Customer Service with issue resolution required

Soft Skills

• Customer communication
• Customer satisfaction
• Problem resolution
• Courteous attitude
• Positive attitude
• Coordination
• Quality assurance
• Service productivity
• Team collaboration
• Time management

Certifications & Qualifications

• H.S. diploma
• GED