Service Coordinator - Full-time / Part-time

SIx Positions:

1) Tues-Sat 10 am-6:30 pm

2) Sunday-Thurs 3:00pm-11:30pm
3) Sat/Sun 8a-4:30p
4) Sat/Sun: 12p-7:30p
5) Tues-Fri: 5:30p-10:30p
6) Mon-Thu: 5:30-10:30p

Pay Rate: $12.00

Temp to Hire opportunity with a great client who has good benefits!!

Intent of Purpose:
To complete profitable, timely and efficient repair dispatches, proactively follow-up, and maintain a positive customer service attitude. Following set processes, maintaining excellent customer service standards, and adhering to company profit goals are key to the success of the company.
Authority:
Only as given by Senior Agent and/or Team Lead or Call Center Manager.
Specifics:
Tasks involved in achieving the position’s Intent of Purpose are as follows:
1. Repair Dispatch
1.1 Monitor Dispatch Queue
1.1.1 Dispatch all repair types with a focus on Intermodal repairs while handling UPS Freight, Triple Crown, and TRAC repairs when presented in a high priority fashion
1.1.1.1 Towing related training will be implemented at this level
1.1.1.2 NBS related training will be implemented at this level
1.2 Customer determination
1.2.1 Trace equipment if no CRA on duty and determine primary and secondary billing parties
1.2.2 Read customer file to ensure proper billing
1.2.3 Follow all customer guidelines precisely based on the customer profile; not memory
1.2.3.1 CRA related training will be implemented at this level
1.3 Vendor Selection
1.3.1 Vendor selection training will be implemented at this level (after CRA training)
1.3.1.1 Use vendor selection tool on Intermodal, Fleet and Commercial Tire Jobs (Reactive)
1.3.2 Assign vendor number when necessary
1.3.2.1 If assigned from Vendor Selection tool, document other vendor choices in comments
1.3.3 Dispatch most profitable vendors first
1.3.4 Follow vendor profile guidelines as listed in the system
1.3.5 Communicate all necessary repair info to vendors via phone and e-mail communications
1.3.6 Obtain detailed quotes/estimates from vendors, when necessary
1.3.6.1 Verbal quotes documented in the comments section are acceptable depending on customer requirements
1.3.7 Report vendors that are not performing or complying
1.3.7.1 Proper usage of the ACCEPT / DECLINE screens
1.4 Read / Relay / Follow all informational windows and pop-up boxes on the AS/400
1.5 Update all parties as changes occur in scope of repair
1.6 Properly document issues of repair
1.7 Maintain good time management; use a sense of urgency when jobs are queued
2. I-Trax Follow-up
2.1 Monitor ITRAX queue to insure a timely follow up.
2.2 ETA’s and Roll time accuracy if paramount – Time zone difference MUST be kept in mind
2.3 Be mindful of categories that require attention outside of the normal dispatch process
2.3.1 DISP/AM
2.3.2 PO/AUTH
2.3.3 UPS OVRFLO
2.3.4 PHH ARVAL
2.4 Repairs must be documented appropriately upon each touch
3. E-mail management
3.1 Monitor email regularly for customer correspondence, repair requests, etc.
3.1.1 Respond quickly
3.2 Consistently place your name in the signature area of all outbound e-mails
3.3 Only move e-mail to folders other than the inbox when all processes have been completed

4. Resources
4.1 Uses departmental resources effectively
4.1.1 During and after hours
4.2 When required
4.2.1 By job type
4.2.2 When unclear on correct actions to take
5. Meets Standards of Performance and Quality:
5.1 Maintains an inbound talk time of 2.5 minutes or less and an outbound of 3 minutes
5.2 Maintains a “Logged in Time” on the telephones of 95% of shift time
5.3 Maintains profitability on repairs dispatched (Departmental goal will be published)
5.4 Maintains an acceptable “Make Busy” time as defined in each code category / RSC level
5.5 Reach a “call re-queue” rate less than 10%
6. Customer Service:
6.1 Treat new and potential customers with respect to encourage repeat business from them
6.2 Process all “backend” process that must be completed in a timely and full fashion
6.2.1 Callbacks
6.2.2 Sending invoices to customers
6.3 Understand that you are the clients' VOICE during all customer communications