Job Information
Allied Dispatch Solutions Customer Solutions Expert in Johnson City, Tennessee
Full Job Description
$250.00 Sign on Bonus!
Customer Solutions Experts (CSEs) are responsible for taking in-bound calls from members in need of roadside assistance (a tire change, a jump start, a tow for their vehicle) via phone, arranging the needed service by selecting and dispatching a service provider, and providing customer care and follow up. This position requires working in a team environment where individual and team production is highlighted and shared openly. This position operates on a mid shift schedule between 12 PM and 8:30 PM. You must be able to work this shift in order to be considered for this position.
Essential Functions:
- Answer inbound customer calls.
- Determine customer needs through active listening.
- Ask essential probing questions to understand each customers unique situation.
- Communicate via phone to external service providers to dispatch correct service.
- Navigate computer program and input information to locate each member and identify nearby service providers.
To qualify as a CSE, agents must have full working knowledge of all ADS projects and be skilled to dispatch roadside assistance for all members. Additionally, they must maintain ranking within the top 10% of agents in production on a weekly basis. An exemplary attendance and adherence record is also required for consideration and will be monitored to ensure standards are upheld. Compliance with all other policies and procedures will directly impact the ability to be part of/remain on the CSE team.
Management reserves the right to disqualify an agent from eligibility due to performance, attendance, adherence, escalations, or conduct violations.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Work from home on weekends and partial work from home during weekdays after training period. Attendance and Production bonus possibilities for pay as high as $15.00 an hr.
Required Qualifications:
- Rank among top 10% of CSE in production
- Maintain exemplary performance, attendance, adherence and compliance record
- Minimum 1-year customer service experience in call center or retail
- Must have good computer skills and accurate typing skills
- Ability to multitask use multiple screens and data bases with ease
- Must be flexible to work at least one day out of the weekend