Call Center Representative - Full-time / Part-time

This person will take inbound calls

As the frontline of our organization we are required 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.


Must:
-Be comfortable working in a fast pace environment
-Proficient in relevant computer applications
-Good data entry skills

Job Duties:

• Repair Dispatch
• Monitor Dispatch Queue
• Dispatch all repair types with a focus on Intermodal repairs while handling UPS Freight, Triple Crown, and repairs when presented in a high priority fashion
• Towing related training will be implemented at this level
• Trace equipment if no CRA on duty and determine primary and secondary billing parties
• Read customer file to ensure proper billing
• Follow all customer guidelines precisely based on the customer profile; not memory
• Dispatch most profitable vendors first
  -Follow vendor profile guidelines as listed in the system
  -Communicate all necessary repair info to vendors via phone and e-mail communications
  -Obtain detailed quotes/estimates from vendors, when necessary
  -Verbal quotes documented in the comments section are acceptable depending on customer requirements
  -Report vendors that are not performing or complying
  -Proper usage of the ACCEPT / DECLINE screens
  -Read / Relay / Follow all informational windows and pop-up boxes on the AS/400
  Update all parties as changes occur in scope of repair
  -Properly document issues of repair
  -Maintain good time management; use a sense of urgency when jobs are queued
  -I-Trax Follow-up
  -Monitor ITRAX queue to insure a timely follow up.
  -ETA's and Roll time accuracy if paramount - Time zone difference MUST be kept in mind
  -Be mindful of categories that require attention outside of the normal dispatch process
  -Repairs must be documented appropriately upon each touch

About Aerotek:

Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.