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Commercial Rd Coordinator - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Florence, KY Florence, Kentucky |
About this job
***3rd shift, 10:00-6:30am, Sunday-Thursday
Answer incoming calls from customers on the Truckdown, Michelin, NTTS and NBS phone lines to capture breakdown service requests. Identify breakdown issues, offer solutions and arrange repairs in an expeditious manner. This is done by gathering accurate information on requested services and arranging appropriate vendors to schedule services. Coordinators must also collect payment and complete billing process. Coordinators must also communicate clear expectations of costs along with estimated time of arrival keeping customers informed. The coordinator is challenged with converting opportunities into completed jobs and earns performance based incentive (commission).
DUTIES AND RESPONSIBILITIES:
Customer Service Skills
Answer and handle all calls in accordance with HPCF Training (Highly Professional,
Courteous, Friendly(Instill customer confidence)
Resolve on demand customer requests
Followup with customers in a timely manner
Complete minimum monthly standard of close percentage,gross profit per job, and minimum Percentage of phone make busy time
.
Service Coordination
Concurrently process service requests, forms and software applications
Identify and escalate priority issues
Respond to customer inquiries
Route calls to appropriate resource
Work under pressure handling multiple requests
Dispatch tire, mechanical and towing service to in and out of network vendors
Intermediate knowledge of minor and major mechanical repairs
Create service estimates
and collect payments
Provide Comchek or credit card as a form of payment to vendors
Computer Skills
Research required information using available resources
Enter service information into computer system
Provide customers with product and service information
Sales Skills
Overcome customer objections when prospects request new service
Persuade prospects to proceed with service rather than shopping competitors
Provide sales information to interested prospects and forward contact information
to an inside sales team member when necessary
Position Requirements
(Knowledge, skills, abilities):
Proficient in relevant computer applications
Good data entry skills
Knowledge of sales principles and methods
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
QUALITY STANDARDS:
Minimum 25% conversion ratio
Minimum call quality average score of 90% monthly
EDUCATION AND
EXPERIENCE REQUIRED:
High School diploma or equivalent
Sales experience and/or demonstrates strong sales aptitude
Inbound/outbound call center experience preferred
PHYSICAL DEMANDS
No extraordinary physical demands are placed on individuals performing this job
Sitting for a majority of the day while on telephone
WORK ENVIRONMENT
Climate controlled office environment
This description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is intended to be a description of the essential elements of the position that are needed for recruitment, placement, orientation, training, competency and performance
assessment, classification, compensation determination, and other Human Resources actions.
Answer incoming calls from customers on the Truckdown, Michelin, NTTS and NBS phone lines to capture breakdown service requests. Identify breakdown issues, offer solutions and arrange repairs in an expeditious manner. This is done by gathering accurate information on requested services and arranging appropriate vendors to schedule services. Coordinators must also collect payment and complete billing process. Coordinators must also communicate clear expectations of costs along with estimated time of arrival keeping customers informed. The coordinator is challenged with converting opportunities into completed jobs and earns performance based incentive (commission).
DUTIES AND RESPONSIBILITIES:
Customer Service Skills
Answer and handle all calls in accordance with HPCF Training (Highly Professional,
Courteous, Friendly(Instill customer confidence)
Resolve on demand customer requests
Followup with customers in a timely manner
Complete minimum monthly standard of close percentage,gross profit per job, and minimum Percentage of phone make busy time
.
Service Coordination
Concurrently process service requests, forms and software applications
Identify and escalate priority issues
Respond to customer inquiries
Route calls to appropriate resource
Work under pressure handling multiple requests
Dispatch tire, mechanical and towing service to in and out of network vendors
Intermediate knowledge of minor and major mechanical repairs
Create service estimates
and collect payments
Provide Comchek or credit card as a form of payment to vendors
Computer Skills
Research required information using available resources
Enter service information into computer system
Provide customers with product and service information
Sales Skills
Overcome customer objections when prospects request new service
Persuade prospects to proceed with service rather than shopping competitors
Provide sales information to interested prospects and forward contact information
to an inside sales team member when necessary
Position Requirements
(Knowledge, skills, abilities):
Proficient in relevant computer applications
Good data entry skills
Knowledge of sales principles and methods
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
QUALITY STANDARDS:
Minimum 25% conversion ratio
Minimum call quality average score of 90% monthly
EDUCATION AND
EXPERIENCE REQUIRED:
High School diploma or equivalent
Sales experience and/or demonstrates strong sales aptitude
Inbound/outbound call center experience preferred
PHYSICAL DEMANDS
No extraordinary physical demands are placed on individuals performing this job
Sitting for a majority of the day while on telephone
WORK ENVIRONMENT
Climate controlled office environment
This description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is intended to be a description of the essential elements of the position that are needed for recruitment, placement, orientation, training, competency and performance
assessment, classification, compensation determination, and other Human Resources actions.
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