What are the responsibilities and job description for the CALL CENTER SERVICE ADVISOR position at Custom Truck One Source?
EXTRAORDINARY PEOPLE. EXCITING POSSIBILITIES. GREAT OPPORTUNITY.
Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equip-ment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufactur-ing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our custom-ers. Your success is what's next with Custom Truck One Source.
Are you a driven candidate with solid experience? If so, we are looking for you! We are looking for a Call Center Service Advisor who will partner with our team. The role is located at our Fontana, CA location. You will be responsible for providing quality products to our customers in a timely, cost-efficient manner.
THE IDEAL CANDIDATE
You understand the heavy equipment business and have a drive for being an active part of solutions. You set the bar high and set an example for other leaders and colleagues on how to work collaboratively with the highest level of integrity.
The Call Center Service Advisor will be part of the initial contact team for customers with technical and product issues as it relates to vocational trucks (chassis, lift, digger, crane, etc.). This role will be responsible for receiving inbound phone calls from customers, assist-ing in diagnosing issues over the phone, and working with the customer on a plan to fix the issue(s). This individual must have exceptional customer service aptitude and strong com-munication skills.
Essential Duties and Responsibilities
• Timely answers inbound e-mails and phone calls related to service issues.
• Identifies problems and services by listening to customer's description of symptoms, clarifying description of problems.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service data-base system.
• Communicate with parts department to determine and locate part numbers for units.
• Maintains primary communication channel with customer by providing timeline estimates, an-swering questions and concerns, arranging towing and temporary transportation, and com-municating status updates to customer.
• Expectation to continually learn about products we carry. Training opportunities will be provid-ed, but separate research and review may be required.
• Process invoices and payments for service repairs.
• Verifies warranty and service contract coverage by examining records and papers, explaining provisions.
• Contact fleet management companies that require authorization to start work or require esti-mates before authorizing repairs to begin.
Required Skills and Qualifications
Qualifications include:
• Knowledge of aerial vehicles, equipment, and heavy & light duty trucks
• Previous experience in a similar role
• Extremely detail oriented and accurate
• General mechanical aptitude and experience with parts required. Knowledge of hydraulic, heavy equipment, diesel truck and/or farm equipment preferred.
• This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to maintain a professional demeanor with clients and team members is essential to this position.
• Listening: Taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Sharing information: Talk to others to convey information effectively.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, con-clusions, or approaches to problems.
• Identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
BENEFITS
• 401(k) with Employer Match
• Competitive Health Care
• Dental, Vision, and Life Insurance
• Paid Vacation, Sick and Holidays
• STD/ LTD
• Partner Discounts
• Investment in Employee Development
Equal Employment Opportunity Employer
Custom Truck One Source provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
