Customer Support Specialist
2 weeks ago
Shift Availability: 1st and 2nd Shifts
Location: Onsite
Employment Type: Contract to Hire
Compensation: $16/hour
Benefits: Free Parking, Business Casual Attire
Shift Details:
1st Shifts: 7 AM - 4 PM, 8 AM - 5 PM, 9 AM - 6 PM, 10 AM - 7 PM
2nd Shifts: 12 PM - 9 PM, 1 PM - 10 PM
Flexibility Requirement: Candidates must be available to work a combination of 1st or 2nd shifts as needed.
Job Overview:
The Customer Support Specialist plays a crucial role in facilitating the necessary information to complete service requests and communicating with relevant parties. This position involves providing exceptional service to clients and drivers by managing incoming calls and documenting interactions accurately.
Key Responsibilities:
- Respond to incoming calls in a courteous and professional manner, directing inquiries to the appropriate department as necessary.
- Assist clients and drivers over the phone with inquiries related to vehicle rentals, accident reporting, and roadside assistance, escalating urgent matters to management promptly.
- Support backup operations as needed.
- Gather essential information from callers and ensure accurate data entry into the system.
- Identify the nearest rental agencies or service providers and relay pertinent information to clients/drivers.
- Address any vendor-related inquiries or issues as they arise.
- Coordinate with towing and glass repair services, facilitating warm transfers for callers.
- Engage with clients to secure approvals for rental upgrades or additional fees outside standard parameters.
- Provide assistance with any questions or concerns regarding vehicle rentals or claims, referring to appropriate departments when necessary.
- Maintain backup documentation for all claims submitted via fax or email.
- Communicate with all stakeholders in a consistently professional and respectful manner.
- Assist other departments with various projects as required.
Evening Responsibilities:
- Dispatch loss notifications for non-drivable vehicles.
- Manage notifications regarding serious incidents or injuries as per client guidelines.
- Assign tasks to body shops for non-drivable vehicles when required.
- In the absence of in-house representatives, coordinate rental car arrangements and confirm bookings.
- Ensure proper management of phone line transfers.
- Oversee the secure closing of the office at the end of the day.
Qualifications:
- Minimum of 1 year experience in an office, customer service, or call center setting.
- Strong verbal and written communication skills.
- Excellent organizational abilities and attention to detail.
- Proficient in Microsoft Office Suite or similar applications.
- High School Diploma or equivalent required.
- Must be at least 18 years of age.
- Ability to sit for extended periods while working on a computer.
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