SENIOR CALL CENTER SERVICE ADVISOR - Kansas City, MO

Senior Call Center Service Advisor - Kansas City, MO

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps.

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source.

The Senior Call Center Service Advisor 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 receiving inbound phone calls from customers, assisting in diagnosing issues over the phone, and working with the customer on a plan to fix the issue(s). This individual must have exceptional customer service aptitude and strong communication skills.

Essential duties and responsibilities include :

• Timely answers inbound e-mails and phone calls related to service issues.
• Identifies problems and services by listening to customer's description of symptoms, clarifying description of problems.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
• Communicate with parts department to determine and locate part numbers for units.
• Maintains primary communication channel with customer by providing timeline estimates, answering questions and concerns, arranging towing and temporary transportation, and communicating status updates to customer.
• Expectation to continually learn about products we carry. Training opportunities will be provided, but separate research and review may be required.
• Process invoices and payments for service repairs.
• Verifies warranty and service contract coverage by examining records and papers, explaining provisions.
• Contact fleet management companies that require authorization to start work or require estimates before authorizing repairs to begin.

Qualifications include :

This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to maintain a professional demeanor with clients and team members is essential to this position.

Working conditions :

Benefits :