Roadside Support Specialist

Function

Actively finds solutions for all Emergency Road Service needs concerning commercial vehicles. Demonstrates superior problem solving skills to satisfy the demands of fleets and vendors. Exhibits informed decision making using tools from multiple databases and search engines. Answers all phone calls in a timely manner with outstanding customer service. Carries a team based mentality and works efficiently alongside other agents with the same goal.

Internet Requirements:

Approved Internet Types: Cable, Fiber

UNAPPROVED Internet Types: 3g / 4g Cellular, Satellite, DSL, 56K / Dial Up, Public WiFi

Internet Minimum Speed: 30 Mbps or greater Download, 4 Mbps or greater Upload, 90 ms or less Ping / Latency

Additional Requirements: Wired ethernet connection and ethernet cable

Computer Requirements:

Operating System: Windows 10, OSX

Ram (Memory): 8GB minimum

Ports: USB, Ethernet

Processor: any CPU with 'CPU Mark' score of 2000 or greater on CPUbenchmark.net

Monitor: Two 1920x1080p resolution monitors, laptop users should have the ability to connect a second external monitor

Hard Drive: 120gb or larger, Solid State Drive (SSD) Prefered. Platter Drives (HDD) must be 7200 RPM

Headset: Wired headset with noise cancelling microphone (both single and dual ear are acceptable)

Mouse: External mouse, trackpads or other pointing devices are not acceptable

Job Qualifications:

Must be able to consistently type at a minimum rate of 40 words per minute.

Must possess superior verbal and written communication skills.

1-2 years customer service experience preferred.

Problem solving mentality.

Superior reading skills & meticulous attention to detail.

Candidates must be fluent in English.

Self managing work ethic.

Principal Responsibilities:

Quickly pinpointing breakdown locations within the U.S and Canada using various mapping tools.

Finding breakdown locations with minimal information.

Interacting with fleets, servicing dealers and technicians on the phone and via email.

Coordinating with the above parties to provide tire replacements for broken down commercial vehicles.

Following detailed customer profiles to ensure product replacement accuracy and fleet satisfaction.

Quickly learning customer specifications to quickly and efficiently answer ERS requests.

Answering technician and fleet inquiries about products, breakdown ETA’s, and miscellaneous information.

Data entry of critical pieces of information received verbally via telephone.

Verifying tire sizes and all breakdown data prior to transmitting information to tire shops.

Catching errors and noteworthy details within large bodies of text.

Benefits Include:

Monthly performance bonuses for full-time employees.

Abundant overtime availability.

85% paid health insurance for full-time employees.

Dental insurance.

Vision insurance.

401k.