Truck Enterprises
Call Center Representative
Location: Harrisonburg, VA.
The primary function of the call center customer service advisor is to coordinate repairs, dispatch tow companies and/or mobile repair units, communicate with customers, and act as a liaison between fleets, tow companies, and repair facilities.
Schedule: 3pm - 11:30pm.
Duties and Responsibilities
Answer incoming phone calls from customers seeking information regarding vehicle service repairs and/or service issues
Coordinate the development of the program with all Kenworth Sales Company Branches.
Establish and provide breakdown management support for Kenworth Sales Co fleet customers to include monitoring and interpreting fault codes, as well as campaign info for fleets.
Monitor Company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time critical functions.
Work directly with and assist each Corporate Service Director and District Service Manager as needed.
Communicate effectively with Fleets, PACCAR Breakdown, and tow companies.
Keep a log of the details of communication with customer/dealer throughout the repair process.
Coordinate with Service Manager/Shop Foreman to assure completion of work within time promised to customer.
Monitor progress of repairs and update customer on any changes in agreed service, costs, or time of completion. Obtain customer authorization for such changes.
Qualifications
Ability to read and comprehend English instructions and information.
High school diploma or equivalent.
Working knowledge of all heavy truck repair methods.
Highly technical background with good troubleshooting skills.
Basic computer skills, ability to utilize MS Office programs as well as Paccar Web Ecat.
Ability to identify and meet Customer needs and requirements.
Hard worker, self‑starter and problem solver.
Excellent organizational, communication, and time management skills.
Exceptional phone and Customer service skills required.
Appearance must meet company requirements.
Benefits
Progressive environment with emphasis on teamwork, customer service, training and personal development.
Stability – company is financially strong with an established base of customers and is well positioned for expansion.
History of excellence – work for an award‑winning dealership with a reputation for unsurpassed quality and customer service.
Compensation and benefits package including comprehensive Health and Dental insurance, Flexible Spending Accounts (FSAs) with FLEX Card, Group Life Insurance, Short Term & Long‑Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.
Veterans encouraged to apply. About the Company Kenworth Sales Company is a family of companies based in Salt Lake City, Utah, with over 38 dealerships in the Intermountain West and Mid‑Atlantic regions.
Equal Employment Opportunity Statement An Equal Opportunity employer, smoke‑free/drug‑free facility. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran, or any other characteristic protected by applicable law.
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The primary function of the call center customer service advisor is to coordinate repairs, dispatch tow companies and/or mobile repair units, communicate with customers, and act as a liaison between fleets, tow companies, and repair facilities.
Schedule: 3pm - 11:30pm.
Duties and Responsibilities
Answer incoming phone calls from customers seeking information regarding vehicle service repairs and/or service issues
Coordinate the development of the program with all Kenworth Sales Company Branches.
Establish and provide breakdown management support for Kenworth Sales Co fleet customers to include monitoring and interpreting fault codes, as well as campaign info for fleets.
Monitor Company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time critical functions.
Work directly with and assist each Corporate Service Director and District Service Manager as needed.
Communicate effectively with Fleets, PACCAR Breakdown, and tow companies.
Keep a log of the details of communication with customer/dealer throughout the repair process.
Coordinate with Service Manager/Shop Foreman to assure completion of work within time promised to customer.
Monitor progress of repairs and update customer on any changes in agreed service, costs, or time of completion. Obtain customer authorization for such changes.
Qualifications
Ability to read and comprehend English instructions and information.
High school diploma or equivalent.
Working knowledge of all heavy truck repair methods.
Highly technical background with good troubleshooting skills.
Basic computer skills, ability to utilize MS Office programs as well as Paccar Web Ecat.
Ability to identify and meet Customer needs and requirements.
Hard worker, self‑starter and problem solver.
Excellent organizational, communication, and time management skills.
Exceptional phone and Customer service skills required.
Appearance must meet company requirements.
Benefits
Progressive environment with emphasis on teamwork, customer service, training and personal development.
Stability – company is financially strong with an established base of customers and is well positioned for expansion.
History of excellence – work for an award‑winning dealership with a reputation for unsurpassed quality and customer service.
Compensation and benefits package including comprehensive Health and Dental insurance, Flexible Spending Accounts (FSAs) with FLEX Card, Group Life Insurance, Short Term & Long‑Term Disability Insurance, Voluntary Life Insurance, Corporate Holidays, Paid Vacation and Personal Leave, 401(k) plan with company match, and Voluntary Supplemental Insurance plans.
Veterans encouraged to apply. About the Company Kenworth Sales Company is a family of companies based in Salt Lake City, Utah, with over 38 dealerships in the Intermountain West and Mid‑Atlantic regions.
Equal Employment Opportunity Statement An Equal Opportunity employer, smoke‑free/drug‑free facility. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran, or any other characteristic protected by applicable law.
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