Utility One Source
  • Kansas City, MO - UOS
  • Kansas City, MO, USA
  • Full Time

Job Description for:  Call Center Representative

                                                                          

Summary:

As an integral part of the UOS Call Center team, the Call Center Representative will be part of the initial contact team for customers with technical and product issues as it relates to vocational trucks (chassis, lift, digger, crane, etc.). This role will be responsible for assisting customers in diagnosing technical and product related issues over the phone.  This individual must have the ability to utilize technology to solve problems and communicate, possess an exceptional customer service aptitude and strong communication skills.

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The Call Center will be located in Kansas City, MO.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

  • Receive inbound calls from customers and diagnose and resolve technical issues over the phone.  If required, route tasks to responsible party.
  • Assist customers with sourcing 3rd party vendors when needed (i.e. towing or tire vendors).
  • Answer questions about product details, the company, and issues with account for the customers.
  • Utilize technical documents to relay information to customers and team members over the phone or electronically.
  • Meet Call Center Requirements and other key performance metrics.

 

Basic Qualifications

  • High School Diploma or GED
  • 2 plus years of related automotive or vocational truck operation and maintenance experience.

 

Preferred Qualifications

  • Experience with Windows-based software
  • Experience with Rentalman and Karmak software
  • Bilingual in English and Spanish

 

 

Competencies Required:   To perform the job successfully, an individual should demonstrate the following competencies:

 

  • Knowledge of the servicing of both the front end (chassis) and the back end of vocational trucks (lifts, booms, diggers, cranes, etc), including replacement parts.
  • "Can do" customer service mentality with appropriate sense of urgency regarding customers needs.
  • Strong work ethic and decision-making skills with the ability to prioritize and work well under pressure.
  • Communication – Strong communicator with internal and external customers and collaborator with key stakeholders.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
  • Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Presents ideas and information in a manner that gets others' attention.
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