Advanced Contact Team Advisor  (Call Center Advisor)

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Advanced Contact Team Advisor  (Call Center Advisor)

Job ID #

J0968

Job Family:

Specialist

Reports To Position:

Senior Leadership

FLSA

PRIMARY PURPOSE

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.

ESSENTIAL FUNCTIONS

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.

Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Proactively work to assist others in achieving the organization's objectives.

High School Diploma or GED.

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.

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.