Roadside Escalation Representative Senior
Roadside Escalation Representative Senior
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Enterprise Mobility is excited to announce a new opportunity to join our Roadside department as aRoadside Escalation Representative Senior!
Ready to be the hero of the highwayIn this role youll be the go-to expert for customers facing unexpected roadside hiccups during their rental journey. As the first line of action after initial help is requested youll jump in to assess the situation coordinate the right support (think tow trucks rental swaps and more!) and keep things moving smoothly. Youll stay in the loop until everythings resolvedmaking sure every customer feels supported from start to finish!
This is your chance to shine when it matters mostlets make every mile count!
This position offers a compensation package of $22.79/hour.
We offer a robust Benefits Package including but not limited to:
- Paid Time Off
- Health Dental Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30 hours)
- Employee discounts on car rentals car purchases and much more!
- 401(k) retirement plan with company match and profit sharing
- Educational Assistance (full time - 40 hours only)
Schedule:
We operate 7 days a week from 7:00 AM to 10:00 PM CST. This full-time role offers a 40-hour workweek with shift start times ranging between 7:00 AM and 1:00 PM CST. One weekend day per week will be required.
Training:
Training lasts 3 weeks and runs Monday through Friday 8:00 AM to 5:00 PM CST. Attendance is required for the full training period.
Location:
This position is based at our Weldon Spring office in St. Louis MO.
Responsibilities
- Provide efficient and effective end-to-end support for roadside assistance requests escalated to the team through various communication methods; communicate effectively with customers to understand needs and document events per internal standards
- Apply problem solving skills policy and procedure expertise to determine dispatch and coordinate with service providers for appropriate services offering alternatives and overcoming objections to effectively meet customer needs
- Consistently monitor status of roadside events to proactively intervene with the vendor and/or customer determining and coordinating appropriate next steps to support customer needs
- Discuss/negotiate and authorize appropriate additional services to accommodate situations created by the roadside event and meet customer expectations (i.e. hotel stay additional transportation expense etc.)
- Provide vehicle management assistance to customers as needed (unlocking vehicles geolocating vehicles etc.)
- Seek to improve job performance through self-assessment skill development training and goal setting
- Maintain a regular and reliable level of attendance and punctuality
- Perform miscellaneous job-related duties as assigned
Equal Opportunity Employer/Disability/Veterans
Qualifications
- Must be at least 18 years of age
- Must have a minimum of 3 years of customer service experience (call center or contact center preferred)
- Must have a minimum of one year of consecutive work experience with one employer
- Must be willing and able to work in office in Weldon Spring MO
- High School Diploma/GED
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Required Experience:
Unclear Seniority
Employment Type
Full-Time
