What are the responsibilities and job description for the Customer Service Representative/Dispatcher 2-10:30pm M-F position at NSD NEWCO?
Nation Safe Drivers is one of the largest suppliers of auto-related, supplemental products since 1962. Our expertise is to develop and market specialty "niche" products to the Automotive and Insurance industries. Currently we are looking for a customer service call center agent for our Dispatch/Roadside department. Dispatch/Roadside Specialists perform a critical role assisting customers who are in need of roadside assistance by contacting and managing service providers in a fast-paced, quickly changing environment. This position must effectively handle multiple situations simultaneously, remain professional and productive under pressure, and analyze situations quickly to make effective decisions is valued and instrumental to ensuring an exceptional customer service experience. The best customer service call center agents are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. Customer service call center agents can put themselves in their customers’ shoes and advocate for them when necessary and problem-solving comes naturally. If this sounds like a job you would excel at, please do not hesitate to complete the application as we are looking to fill the position quickly with the right person.
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Employee Stock Ownership - Earn company shares annually (free) based on years of service.
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Culture - Everyone is considered part of the work family where the employee experience takes precedent. Casual work attire in the call center.
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Benefits - Medical, Dental, Vision, 401K, Pet Insurance, Short & Long-Term Disability, Supplemental Life.
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Compensation - Competitive base pay based on experience plus monthly bonus potential.
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Employee Perks - Reward and recognition programs. Discount programs.
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Career Path & Advancement Opportunities - Focus on promoting from within and training paths.
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Fun Events & Team Lunches
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Dispatches roadside assistance requests in a timely manner to service providers using a variety of communication channels.
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Communicate with service providers the pertinent information needed to provide timely assistance.
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Answering inbound phone calls, providing exceptional customer service to clients and customers.
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Communicate to the customer via outbound calls when necessary to provide and/or resolve logistical issues or provide status updates.
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Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
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Escalates service issues, concerns, complaints and incorrectly created calls.
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Effectively manage time pertaining to call metrics, breaks and lunches.
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Meet daily and monthly performance objectives as outlined in our Standard Operating Procedure.
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Ensure you are at your desk, ready and in available status at the start of your shift.
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Ensure calls are properly documented.
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Track and email excessive cost to assigned supervisor.
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Clearly communicate service delays or delays in completing your work to your supervisor.
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Associate's Degree or High School diploma/GED with minimum 1 year customer service experience preferred but not required
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Job Competencies:
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Must maintain highest level of confidentiality at all times
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Must demonstrate a positive attitude with both internal & external members
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Excellent interpersonal communication skills (verbal and written)
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Must have working knowledge of Excel, Word, and Outlook
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Ability to multi-task, follow up, and meet deadlines/goals
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Strong attention to detail
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Must demonstrate polite and professional demeanor
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Must be very proficient with inbound and outbound calls
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Must understand and operate in accordance with Company Policy and Procedures at all times