Help Desk Coordinator

Job Description

Key Responsibilities/Accountabilities
• Promptly answer and accurately document and respond to customers’ requests from incoming phone calls regarding roadside assistance or other inquiries while demonstrating a pleasant and professional phone etiquette. Deliver extraordinary customer service to customers, using sound business judgment. Listen and probe for additional information as necessary.
• Accurately document inquiries in case management tools to ensure a fully transparent and seamless customer experience. Keep interested parties informed during the entire breakdown event. Assist customers utilizing provided tools, resources and systems and follow standard documented operating procedures to ensure a consistent customer experience.
• Coordinate with customers, dealers, and tow vendors during a breakdown event. Provide ETA and ensure timely follow ups and manage cases to completion. Ensure required information is captured and adhere to set standards to exceed customer expectations. Be able to locate, understand and provide technical specification information as well as warranty information as needed.
• Collaborative and build team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work
• environment. Active participation in the development of the team including its working procedures and environment.
• Establish and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities supporting our customers and the team overall.
• Provide excellent customer service and problem solving in end to end case management if issues arise with services provided, case financials or customer inquiries. This includes proper customer and dealer follow up to promote excellent and ongoing communication in the service event.
• Address customer complaints effectively during case coordination and know when escalation to team lead is necessary to ensure timely case progression. Make sound decisions concerning the prioritization of service (e.g., safety concern). Identify situations that require special handling and coordinate with the supervisor and/or manager.
• Perform any other tasks as needed and directed by supervisory and/or management staff.
Critical Competencies
• Customer Service
• Problem Solving
• Analytical Thinking
• Leadership (lead by example)
• Conflict Resolution
• Business and Customer Focus- great disposition
• Communication- Strong written and verbal communication skills
• Strong Data entry and computer skills
• Conceptual Thinking
• Flexibility- Ability to prioritize and multi-task
• Information Seeking
• Initiative (self-motivated)
• Learning from Experience
• Self-Control
• Teamwork – Strong interpersonal skills
• Excellent Negotiation skills
• Strong Documentation tendencies and capabilities

Job Requirements

Essential Education/Training and Certificates
• Bachelor’s degree is preferred
• 1-2 years of customer service / technical support experience preferred
• Solid understanding of Microsoft operating systems
• Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment while effectively documenting important facts in our case management system
• Innovative problem solving, research, motivational, teambuilding and analytical skills
• Automotive associate degree is preferred or automotive/heavy duty diesel repair experience
Other
• Ability to sit for extended periods of time while using a computer and other devices.

Five shifts support the 24/7, days a year working hours:
A shift: 11 pm- 8 am
B shift: 6am-3pm
C Shift: 8am-5pm
D Shift: 12pm-9pm
E Shift: 3pm – 12 am
Weekend rotations are expected. Possibility of a hybrid work environment after onsite training.