Roadside Escalation Representative Senior

• Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)

• Employee discounts on car rentals, car purchases and much more!

• 401(k) retirement plan with company match and profit sharing

• Educational Assistance (full time - 40+ hours only)

Schedule:
We operate 7 days a week from 7:00 AM to 10:00 PM CST. This full-time role offers a 40-hour workweek, with shift start times ranging between 7:00 AM and 1:00 PM CST. One weekend day per week will be required.

Training:
Training lasts 3 weeks and runs Monday through Friday, 8:00 AM to 5:00 PM CST. Attendance is required for the full training period.

Location:
This position is based at our Weldon Spring office in St. Louis, MO.

Responsibilities

• Provide efficient and effective end-to-end support for roadside assistance requests escalated to the team through various communication methods; communicate effectively with customers to understand needs and document events per internal standards

• Apply problem solving skills, policy and procedure expertise to determine, dispatch and coordinate with service providers for appropriate services, offering alternatives and overcoming objections to effectively meet customer needs

• Consistently monitor status of roadside events to proactively intervene with the vendor and/or customer, determining and coordinating appropriate next steps to support customer needs

• Discuss/negotiate and authorize appropriate additional services to accommodate situations created by the roadside event and meet customer expectations (i.e. hotel stay, additional transportation expense, etc.)

• Provide vehicle management assistance to customers as needed (unlocking vehicles, geolocating vehicles, etc.)

• Seek to improve job performance through self-assessment, skill development, training and goal setting

• Maintain a regular and reliable level of attendance and punctuality

• Perform miscellaneous job-related duties as assigned

Equal Opportunity Employer/Disability/Veterans

Qualifications

• Must be at least 18 years of age

• Must have a minimum of 3 years of customer service experience (call center or contact center preferred)

• Must have a minimum of one year of consecutive work experience with one employer

• Must be willing and able to work in office in Weldon Spring, MO

• High School Diploma/GED required

• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future