Call Center Representative

TEKsystems; Washington; On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan – Pre‑tax and R

Life Insurance

Short and long-term disability

Job summary

TEKsystems is seeking a Customer Service Representative to manage emergency roadside assistance requests for commercial truck drivers, guiding cases from initial call through service completion and billing.

The role emphasizes strong customer service, problem-solving, and multitasking in a high-stress call center, coordinating with service providers and internal teams. In-office position based in Renton, WA.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service in call center/dispatch/transportation/related environment.
• Strong computer proficiency across multiple software platforms.
• Experience using Salesforce preferred.
• Multitask and manage multiple customer cases.
• Excellent verbal and written communication with active listening.
• Calm, professional under high-stress customer interactions.
• Strong de-escalation and conflict-resolution skills.
• Document customer interactions accurately.

Responsibilities

• Serve as the primary contact for emergency roadside assistance for commercial vehicles.
• Manage cases from intake through resolution, including coordination, documentation, payment verification, and case closure.
• Identify issues through active listening and troubleshooting to determine the appropriate service response.
• Coordinate with dealerships, service providers, dispatch teams, and internal partners for timely assistance and resolution.
• Use mapping tools/location software to identify breakdowns and direct customers to repair facilities.
• Make outbound calls to customers, vendors, and stakeholders for updates and progress.
• Document all interactions and case activities in Salesforce and other systems.
• Monitor multiple active cases and prioritize urgent situations while meeting performance expectations.
• Establish and verify payment methods and document billing information.
• Maintain professionalism during escalated customer concerns and de-escalate as needed.
• Communicate with multiple departments for accurate information sharing and seamless experience.
• Support non-emergency maintenance scheduling for ongoing contracts.
• Adhere to policies and deliver exceptional customer support.

Skills

Customer service

Multitasking

Active listening

Communication skills

Problem solving

De-escalation

Conflict resolution

Documentation

Call center experience

Bilingual (Spanish or French)

Education

High school diploma or equivalent

Tools

Salesforce

Job description

Job Description

***THIS POSITION IS IN OFFICE***Professional Summary The Customer Service Representative is responsible for managing emergency roadside assistance requests for commercial truck drivers, guiding each case from the initial breakdown call through service completion and billing. This role requires strong customer service, problem-solving, and multitasking skills to support customers in high-stress situations while coordinating with service providers, dealerships, and internal teams. The ideal candidate can effectively troubleshoot issues, de-escalate difficult interactions, navigate multiple computer systems, and provide timely updates throughout the service process. Success in this position requires a genuine desire to help others, strong communication abilities, and the capacity to remain calm and organized in a fast-paced call center environment.

Key Responsibilities

• Serve as the primary point of contact for customers requiring emergency roadside assistance for commercial vehicles.
• Manage roadside assistance cases from initial intake through resolution, including service coordination, documentation, payment verification, and case closure.
• Identify customer issues through active listening and troubleshooting techniques to determine the appropriate service response.
• Coordinate with dealerships, service providers, dispatch teams, and internal partners to ensure timely assistance and issue resolution.
• Utilize mapping tools and location software to identify breakdown locations and direct customers to the nearest qualified repair facility.
• Make outbound calls to customers, service vendors, and stakeholders to provide updates and track service progress throughout the lifecycle of each case.
• Accurately document all customer interactions, service activities, resolutions, and case details within Salesforce and other operational systems.
• Monitor multiple active cases simultaneously while prioritizing urgent situations and meeting performance expectations.
• Establish and verify payment methods for services rendered and ensure all billing information is properly documented.
• Maintain professionalism and composure while handling escalated customer concerns and de-escalating emotionally charged situations.
• Communicate effectively with multiple departments to ensure accurate information sharing and a seamless customer experience.
• Support non-emergency maintenance scheduling and service coordination for customers with ongoing maintenance contracts.
• Adhere to company policies, procedures, and service standards while delivering exceptional customer support.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year of customer service experience in a call center, dispatch, transportation, automotive, hospitality, airline, AAA, or related environment.
• Strong computer proficiency with the ability to navigate multiple software platforms simultaneously.
• Experience using CRM systems such as Salesforce preferred.
• Demonstrated ability to multitask and manage multiple customer cases at various stages of completion.
• Excellent verbal and written communication skills with strong active listening abilities.
• Proven problem-solving and troubleshooting skills in fast-paced environments.
• Ability to remain calm and professional during high-stress customer interactions.
• Strong de‑scalation and conflict‑resolution skills.
• Skilled at documenting customer interactions accurately and thoroughly.
• Ability to work effectively in a structured call center environment while remaining engaged at a workstation for the duration of scheduled shifts.
• Dispatching, transportation, or automotive industry experience preferred.
• Bilingual abilities in Spanish or French are a plus.
• Demonstrated commitment to helping customers and delivering exceptional service experiences.
• Ability to learn new systems, processes, and procedures quickly through training and hands‑on experience.

Job Type & Location

This is a Contract position based out of Renton, WA.

Pay and Benefits

The pay range for this position is $27.50 - $27.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-t