CALL CENTER SERVICE ADVISOR

Call Center Service Advisor

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, 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 customers. Your success is what's next with Custom Truck One Source.

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, assisting 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 communication 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 database system.
• Communicate with parts department to determine and locate part numbers for units.
• Maintains primary communication channel with customer by providing timeline estimates, answering questions and concerns, arranging towing and temporary transportation, and communicating status updates to customer.
• Expectation to continually learn about products we carry. Training opportunities will be provided, 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 estimates before authorizing repairs to begin.

Required Skills and Qualifications

• 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, conclusions, or approaches to problems.
• Identify complex problems and reviewing related information to develop and evaluate options and implement solutions.

Working Conditions

• Able to work as scheduled with punctual attendance 8:00 am-5:00 pm, Monday-Friday plus any additional hours/days necessary in order to meet business demands.
• Majority of work performed in office setting.

Physical Requirements

• Climbing of stairs.
• Sitting throughout an 8-10 hour day, and up to 50 hours per week.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

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

Custom Truck One Source is an Equal Opportunity Employer and 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.