Inbound Contact Specialist

posted:
Location
Reading, Pennsylvania
Industry
Customer Service & Call Center
Job Type
Temp to Perm
Salary
US$ 16.00 per hour, $16 per hour + none
Ref. Number
S_25850
Contact
Baez-Medina, Yanira, Spherion
Phone
484.335.1000
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Job Description

24/7 Roadside Assistance Inbound Contact Specialist
Description - External

Position Summary:

A 24/7 Roadside Assistance Inbound Contact Specialist handles the initial inbound contacts from PTL and PL customers and other Penske personnel. This position prepares the Road Report for further handling by the 24/7 Roadside Assistance Coordinator.

Major Responsibilities:

- Handle inbound contacts. Use proper soft skills and provide expected customer experience. Follow all departments
policies and procedures.
- Log Road Report. Accurately document caller's name, contact, location, customer rebill status, downtime and any
other pertinent information.
- Accurately diagnose and document caller's complaint. Use provided tools to pull engine codes and asking probing
diagnostic questions.
- Guide callers through any possible over the phone repairs such as: initiating the regeneration process, transmission
reset, etc.
- Other projects as assigned by the supervisor

Working hours: 40+

Skills:
- High School Diploma or equivalent required
- Technical School Degree, Associate's Degree or Bachelor's Degree preferred.
- ASE certification or any similar technical certification preferred.
- 3 years of contact center professional experience preferred.
- 2 years of customer service experience preferred.
- 1 year of hands on vehicle repair experience preferred.
customer service skills
- Technical knowledge is a plus
- Communications skills
- able to work well in a team environment
- Organized and able to multi-task
- Regular, predictable, full attendance is an essential function of the job
- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete complete
employment application, submit to a background investigation (to include past employment, education, and criminal
history) and drug screening are required.

Physical Requirements:

-The physical and mental demands described here are representative of those that must be met by an associate to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain
information; and remember and understand certain instructions or guidelines.
-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently
required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to
occasionally lift and/or move up to 25lbs/12kg.
-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and
the ability to adjust focus.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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