3rd Shift Customer Service Advisor
If you combine strong service skills with the ability to quickly build rapport over the phone and balance multiple priorities, the role of Customer Service Advisor with All Fleet Inc. in Winthrop Harbor, IL offers some compelling career advantages.
Professional office experience required
Previous dispatching experience is a plus.
We offer competitive compensation and comprehensive benefits.
All Fleet Inc. is the fastest growing fleet maintenance company in the country. As a leader in the mobile industry, we provide roadside repair excellence tailored to each customer’s unique needs. As our business continues to expand, we are always on the lookout for motivated, energetic individuals to fill the positions now available on our talented team of professionals.
To thrive and excel in the Customer Service Associate role, you must be able to work in a busy, upbeat, ever evolving and fast-paced environment. You should be comfortable managing multiple tasks and able to work independently in a team environment. as a Customer Service Associate, you will have:
A high school diploma or equivalent
A service-oriented, friendly, well-mannered and professional approach to working with customers
The ability to work independently and as part of a supportive and collaborative team of co-workers and mobile technicians
The ability to remain calm and polite when dealing with frustrated customers and/or technicians
A great attitude, and willingness to learn
A proven work ethic including reliability and a strong attendance record
Solid computer skills including familiarity with MS Outlook and Word; the ability to learn new software system(s)
Strong alpha and numeric data entry skills (keyboard numbers, 10-key, and texting) with accuracy and attention to detail
Excellent interpersonal and verbal, written, and active listening communication skills; strength communicating over the phone
Excellent organization and prioritization skills
Ability to handle multiple phone calls simultaneously
Strong spelling and grammar skills
We’ll look to you to be flexible about availability as we are ever-constantly evolving!
Reporting to the Office Manager, you will join a team of dispatchers supporting customers, calling in due to a breakdown and requesting immediate repair service, or needing standard service. For each call, you will gather the details including the problem with the truck/trailer or vehicle, the driver’s location, and any special information. Dispatch a local mobile technician to diagnose the problem. The Technician will either perform the repair in the field or suggest an alternative action (i.e. towing to a service shop).
Every call you take will become your responsibility. You will be the main point of contact for the call and will follow-up/follow-through to ensure the service was satisfactorily completed, whether it happens in the field the same day or takes several days. Typically, you will balance multiple calls simultaneously, and document all interactions in our proprietary computer software during your scheduled shift.
Specifically, you will:
Answer incoming calls.
Serve as the communication hub between customers experiencing breakdowns and mobile technicians dispatched to diagnose and repair the problem(s).
Coordinate multiple breakdowns and service projects simultaneously.
Learn and use proprietary software to enter and track information.
Create professional and effective business correspondence, including proper spelling, grammar, and punctuation.
Track and follow-up on repairs and projects through to completion.
Return calls as needed and appropriate.
Utilize strong customer service skills, including manners, patience, and strong communication skills to work with fleet customers.
Demonstrate conscientiousness and a sense of responsibility to ensure all calls are handled properly and efficiently.
Maintain a strong work ethic, including professionalism punctuality and dependability.
Escalate calls or reach out to the Lead Dispatcher for help as needed and appropriate.
This is an important role. In many cases, you will talk to drivers under pressure to deliver on time, based on contractual agreements or even to preserve their load (for example, a problem with refrigeration or a family traveling with children in the need of assistance). Missing a delivery can result in thousands of dollars lost. You will often serve as the lifeline at the end of the phone who will get them the help they need to get back on the road quickly and meet their obligations.
Fair and family-oriented
All Fleet Inc. is family owned and operated. We realize that our success depends upon attracting and retaining the very best talent in the business. That’s why we’ve created a culture based on strong family values, in which everyone can grow and prosper.
Dedication to quality and service
Fourteen years ago the owner of All Fleet Inc. set out to build a company that provides the highest level of quality and customer service in mobile roadside repair. Every one of our employees knows that quality and customer service are our passion. We work 24/7 to exceed expectations through our focus on customers, employees, and safety.
In addition to a competitive wage, we offer a strong benefits package that includes health insurance with medical, dental, prescription drug and vision coverage after 90 days; free life insurance, and paid vacation days after one year for full-time employees.
Keys to Success
As Dispatcher, you will handle all aspects of service calls. The most challenging, of course, are the ones requiring immediate service. In these cases, it will be paramount that you are able to deal with the stress on the other end of the phone and contentiously display professionalism. Sometimes, it requires a thick skin; every time, it requires outstanding service skills, a friendly and professional approach and consistent communication. You cannot over-communicate.
Job Type: Full-time
Pay: $13.00 – $16.00 per hour
- Night shift
- High school or equivalent (Preferred)
- Customer Service: 2 years (Preferred)
- Night Shift (Preferred)
- One location
This Job Is Ideal for Someone Who Is:
- People-oriented — enjoys interacting with people and working on group projects
- Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
- Detail-oriented — would rather focus on the details of work than the bigger picture
- Achievement-oriented — enjoys taking on challenges, even if they might fail
- Autonomous/Independent — enjoys working with little direction
- High stress tolerance — thrives in a high-pressure environment
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