Weekends Required - Overnight SaturdaySunday.
ROLESRESPONSIBILITIES
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Primary responsibility is answering inbound calls to A2B, Bolin, A&A, Cardinal, Hoods, and Crash City main lines.
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Direct callers to impoundequipment when needed.
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Collect needed information to set up a customer's tow request.
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Use map resources to determine the correct location for pickup and tow destination.
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Collect necessary information for the driver based on the circumstances of the call.
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Communicate effectively with customers and the dispatcher on duty to determine availability and ETA.
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Swiftly and accurately create calls in Towbook software.
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Enter appropriate call details, charges, and addresses in call.
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Communicate all pertinent information in the call notes as needed
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This is a PART-TIME role, with a rotating schedule (floater) - successful candidate will be willing to work evening, weekend, and overnight shifts as business needs require
EXPECTATIONS
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Knowledge of the greater St. Louis area
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Ability to utilize map and GPS technology.
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Basic automotive understanding
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Knowledge of towing basics and the services we offer.
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Use all resources to solve problems and provide outstanding service to our customers.
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Customer service - manages difficult or emotional customer situations responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
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Oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
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Planning/Organizing - Uses time efficiently; makes productive use of downtime; asks for additional work when available.
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Quality - Demonstrates accuracy and thoroughness; looks to improve and promote quality; applies positive feedback to improve performance; monitors own work to ensure quality.
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Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
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Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
POSITION REQUIREMENTS:
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Prior experience in an office environment is preferred.
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High School diploma, GED, or equivalent is required. Ability to speak and read.
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English fluently is required. The ability to speak and/or read additional language(s) is helpful.
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This position includes no supervisory duties.
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Frequent contact with other departments and infrequent contact with the public. Employees in this position must be able to maintain a calm, professional demeanor while effectively gathering information necessary to provide needed assistance.
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Working Conditions: This position is mostly sedentary in nature, requires infrequent lifting, pushing, pulling, or carrying of medium sized load. Extended periods of time at a keyboard or computer station will be required. Tasks involve viewing monitors of information display and entry.
Physical Requirements:
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This position is sedentary in nature with minimal tasks that require lifting, pushing, pulling, or carrying medium weight (25-30 pound) loads.
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Tasks may involve extended periods of time at a keyboard and/or computer workstation. Tasks involve viewing monitors of information display and entry. Employees must be able to communicate in a clear, understandable manner via phone and in-person.
