• Road Service Agent

    Location US-UT-Salt Lake City
    Job ID
    2018-4697
    # Positions
    1
    Category
    Customer Service/Support
  • Overview

    Road Service Agents are responsible for the oversight and successful execution of road call service requests which includes, but is not limited to, working with vendors, truck dealerships and C.R. England facilities. Also, agents are responsible for the oversight of the repair, which may include but is not limited: validation that all DOT/CSA and Safety standards have been provided with proper tire and break depth documentation; evaluate repair invoices for accurate repair times both in labor and parts pricing; etc.  Individual will interface with drivers, technicians, operational staff, emergency response teams, safety, compliance, shop management and vendor field personnel. In addition to correctly facilitating the on-road service repair/call, the individual will be required to accurately enter and track the road call information into multiple C.R. England truck maintenance software applications.

    Responsibilities

    Road Service Agents are responsible for the oversight and successful execution of road call service requests which includes, but is not limited to, working with vendors, truck dealerships and C.R. England facilities. Also, agents are responsible for the oversight of the repair, which may include but is not limited: validation that all DOT/CSA and Safety standards have been provided with proper tire and break depth documentation; evaluate repair invoices for accurate repair times both in labor and parts pricing; etc.  Individual will interface with drivers, technicians, operational staff, emergency response teams, safety, compliance, shop management and vendor field personnel. In addition to correctly facilitating the on-road service repair/call, the individual will be required to accurately enter and track the road call information into multiple C.R. England truck maintenance software applications.

     

    Position Responsibilities:

    • Ability to interface with customers, partners, field personnel, operational teams, safety, compliance, emergency response teams, drivers, technicians and vendors as necessary to successfully execute all road calls.
    • Ability to accurately diagnose tractor/trailer breakdowns and to understand industry specific terminology.
    • Ability to identify correct repair requirements and/or required tools/applications for all road calls.
    • Strong customer service skills and phone etiquette.
    • Demonstrates proven ability to work with all repair locations to affect the best roll time possible. This includes successfully demonstrating strong decision making ability to utilize all network options and at-site options to meet customer commitments and execute the repair.
    • Handle calls in a timely and efficient manner. Must be able to perform to identified standards for all Road Service agents.
    • Maintains a high-level of understanding of all applicable CRE policies and procedures related to on-road repairs, estimates, shop operations, OEM requirements, warranty applications, vendors and safety/compliance regulations.
    • Ability to process invoicing, MasterCard and ComCheck payments. Includes verifying invoices, accurate entry and coding, generate and respond to vendors with purchase orders
    • Actively participates in all required training.
    • Seeks out training opportunities to improve personal performance and stay current within industry guidelines.
    • Ability to work in a team environment. Road call business is not ratable. Must be willing to support and assist in overload work situations. This includes being flexible on breaks and lunch hour.
    • Must be open to flexible working hours. The Road Service Department is a 24/7 operation. Individual must be willing to work holidays, weekends and cover for vacation/sick time as required.
    • Understands and achieves stated Road Service/Maintenance department goals and costs.
    • Responsible for accident recovery and repairs

     

    Essential Functions:

    • Demonstrate proven ability to work with all repair locations to affect the best roll time possible.
    • Proficiency with Microsoft Office programs and other computer systems a must
    • Demonstrate strong decision making ability to utilize all network options and at-site options to meet customer commitments and execute the repair.
    • Excellent written and verbal communication skills
    • Strong people skills required to function effectively in a customer service environment
    • Strong problem solving abilities
    • Handle calls in a timely and efficient manner. 
    • Energetic, enthusiastic self-starter with excellent organizational, communication, leadership and interpersonal skills
    • Ability to organize and prioritize work, meet deadlines, work with minimal       supervision, exercise judgment and adapt directions from one assignment to another
    • Ability to maintain professionalism when communicating with team and management.
    • Motivated to work in a fast paced environment.
    • Very dependable and takes ownership of work processes
    • Adaptable in a flexible environment. 
    • Assertive and competitive in getting trucks and drivers back on the road safely

    Qualifications

    Physical Requirements:

     

    • Capable of working extended hours, to include weekends and holidays as necessary.
    • Capable of sitting at a desk for extended periods of time
    • Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.
    • Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities.
    • Position may involve kneeling, stooping, bending, pushing, lifting, carrying and moving objects that can weigh up to 25 pounds.

     

    Education and Experience:

    • 1 year of driving Freightliner trucks or 1 year of diesel mechanic experience preferred
    • High school diploma or GED is required; 2 year college degree preferred
    • Computer literacy - excellent typing skills and Microsoft Office experience highly preferred
    • Excellent written and verbal communication skills
    • Driver/dispatching experience a plus
    • Safety/Compliance knowledge (CSA)
    • Transportation industry experience preferred
    • Working knowledge with Microsoft Office Suite
    • AS400 system knowledge preferred

    Working Environment and Conditions:    

    • Must have the ability to work on more than one assignment at a time with frequent interruptions, changes and/or delays
    • Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances
    • Must be able to work in a well-lighted, temperature-controlled area sufficient in size to allow freedom of movement to accomplish tasks
    • Ability to work under pressure including handling drivers/customers who may be upset or concerned

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