Service Coordinator - 3rd shift - Full-time / Part-time

Answer incoming calls from customers on the phone lines to capture breakdown service information, answer inquiries and questions, handle complaints, troubleshoot problems and provide accurate information. Interact by phone with customers and vendors to schedule services, collect payment, answer questions and conduct follow up. Create email correspondence with internal and external customers, identify responsible billing parties, select capable vendors using in and out of network resources. The coordinator is challenged with converting opportunities into completed jobs and earns performance based incentive (commission).

DUTIES AND RESPONSIBILITIES:
Customer Service Skills
1.1 Answer and handle all calls in accordance with HPCF Training (Highly Professional,
Courteous, Friendly)
1.2 Resolve on-demand customer requests
1.3 Follow-up with customers in a timely manner
Service Coordination
2.1 Concurrently process service requests, forms and software applications
2.2 Identify and escalate priority issues
2.3 Respond to customer inquiries
2.4 Route calls to appropriate resource
2.5 Work under pressure handling multiple requests
2.6 Dispatch tire, mechanical and towing service to in and out of network vendors
2.7 Intermediate knowledge of minor and major mechanical repairs
2.8 Create service estimates and collect payment as necessary
2.9 Provide Comchek or credit card as a form of payment to vendors
Computer Skills
3.1 Research required information using available resources
3.2 Enter service information into computer system
3.3 Provide customers with product and service information
Sales Skills
4.1 Overcome customer objections when prospects request new service
4.2 Persuade prospects to proceed with service rather than shopping competitors
4.3 Provide sales information to interested prospects and forward contact information
to an inside sales team member when necessary

POSITION REQUIREMENTS (Knowledge, skills, abilities):
1. Proficient in relevant computer applications
2. Good data entry skills
3. Knowledge of sales principles and methods
4. Knowledge of customer service principles and practices
5. Knowledge of call center telephony and technology

QUALITY STANDARDS:
1. Minimum 25% conversion ratio
2. Minimum call quality average score of 90% monthly

EDUCATION AND EXPERIENCE REQUIRED:
1. High School diploma or equivalent
2. Sales experience and/or demonstrates strong sales aptitude
3. Inbound/outbound call center experience preferred

Hours:
Looking to fill Monday-Thursday nights, 9:30PM - 6:00AM. Will discuss with candidate if they are able to work the fifth day on Sunday (first shift) or work Friday (3rd shift).