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Call Center Specialist

Company: Swift Transportation
Location: Phoenix
Posted on: November 22, 2021

Job Description:

Primary Purpose and Essential Functions: Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, fuel, lumper, etc.; gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel. Facilitate necessary repair of equipment during breakdown and accident repair cycles; obtain maximum equipment utilization to minimize overall costs.

* Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly. * Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary. * Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority. * Investigate and recover all warranties possible during the vendor selection and outside repair process. * Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number. * Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card. * Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns. * Meet all department Key Performance Indicators (KPI's) as indicated by leadership team. * Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations. * Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Job Type: Full-time Pay: $12.00 - $17.00 per hour Benefits:

* 401(k) * 401(k) matching * Dental insurance * Disability insurance * Employee assistance program * Employee discount * Flexible schedule * Health insurance * Life insurance * Paid time off * Tuition reimbursement * Vision insurance

Supplemental Pay:

* Bonus pay

Keywords: Swift Transportation, Phoenix , Call Center Specialist, Other , Phoenix, Arizona

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