What are the responsibilities and job description for the Concierge Call Center Representative position at Kenworth Sales Company?
Concierge Call Center Representative Job Summary:
The primary function of the Concierge Call Center Representative is to deliver excellent customer service to internal and external customers as an extension of all service locations within Kenworth Sales Company. Coordinate delivery of detailed breakdown status reports and information from our service departments to the customer on a scheduled and as needed basis. Field inbound calls from Paccar Premier Care and act as the liaison between the customer, Premier Care, and the Service Department, initiating mobile and in-shop services as well as towing as the situation requires. Provide parts support to customers and shops on an as needed basis.
**Due to federally mandated DOT regulations, Kenworth Sales is a drug-free workplace. Any offer of employment will be contingent on passing a pre-employment drug screening.
Concierge Call Center Representative Duties and Responsibilities:
1. Establish and provide breakdown management and support to Concierge Fleets, Premier Care Call Center, and Truck Sales Customers during and after office hours.2. Maintains communication with Fleet, Premier Care, and other interested parties.
3. Monitor health of Kenworth Sales Concierge Fleets vehicles throughout the country as assigned.
4. Maintains open and effective communication, and positive dialogue with Service Department Managers, Warranty personnel and Service Office Staff of all Kenworth Sales Locations as well as Fleet Breakdown Departments, Customers, and Internal Sales Staff.
5. Logs all interactions and information in shared company database and/or spreadsheet.
6. Willingly and appropriately shares information and details to support customers and other staff.
7. Monitors repair process, providing appropriate and tactful suggestions and information.
8. De-escalates and resolves potentially negative interactions with customers, fleets, and service personnel.
9. Maintains a working understanding of all warranty policies and procedures.
10. Coordinates and assists with estimates, parts allocation and approval from customer.
11. Assists customer in identifying needed services.
12. Assists in obtaining purchase orders and payments.
13. Fields inbound calls form Premier Care call center and takes steps to resolve customer complaint.
14. Attend and participate in training, group meetings and development conferences as necessary.
15. Promotes the sales of labor, parts and accessories during customer contact.
16. Maintains partnerships with other dealer groups, Paccar and vendors to assist with any delays in receiving parts for repair orders and assists in resolution.
17. Responsible for accepting afterhours calls on a rotation.
18. Assists with follow up and updating of customer vehicles for other staff as needed.
Concierge Call Center Representative Qualifications:
Excellent customer service and interaction skills. Ability to read and comprehend instructions and information. Ability to gather and share detailed information quickly and accurately. High school diploma or the equivalent. Experience in the transportation industry a plus. Excellent communication and problem-solving skills. Ability to manage occasional stressful interactions diplomatically and professionally. Professional personal appearance.
Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color religion, sex, national origin, disability or protected veteran status.
