Love's Travel Stops & Country Stores Mechanical Support Dispatch Representative in Oklahoma City, Oklahoma
Req ID: 119473
BASIC PURPOSE : Mechanical Support Dispatch Representative provides exceptional customer service and Roadside Service dispatch. Dispatch Representatives will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.
Provides the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls for Love’s Tire Care customers via retail sales as well as national accounts.
Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments.
Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
Generates reporting daily, weekly, monthly, and quarterly regarding agent performance metrics, customer call detail, resolution status, and historical trends.
Achieves phone management metrics as determined for Tire Care and Roadside Dispatch Center Representatives.
Performs project functions for the team such as invoicing, warranty entry, support functions, reporting, etc.
Other duties assigned as needed. EDUCATION AND EXPERIENCE:
HS Diploma or equivalent required
2-3 years Dispatching and or warranty experience a plus. SKILLS AND PHYSICAL DEMANDS:
Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM
Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
Previous experience with tire care or roadside service is a plus
Typical Physical Demands:
Requires prolonged sitting, some bending and stooping
Occasional lifting up to 25 pounds
Manual dexterity sufficient to operate a computer keyboard and calculator
Requires normal range of hearing and vision
Shift includes weekends and may include evenings or nights as needed
Job Function(s): [[mfield1]]
Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger ' Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more.