Customer Support Agent

Summary/Objective

As a Customer Support Agent for our emergency roadside assistance service, you will play a crucial role in handling emergency tire breakdowns and other tire service for commercial fleet customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada.

Our customers expect quick and professional resolution, and you must ensure that it occurs every time a customer calls ERS for help. Our culture generally expects people with a roll-up your-sleeves attitude. Acting with urgency and empathy and resolving our customers problems wins more respect than being only process and hierarchy driven.

Essential Functions

• Handle incoming calls, emails, or tickets from stranded drivers who need immediate assistance due to tire-related issues.
• Gather relevant information from callers to assess the severity of the breakdown and determine the appropriate response.
• Coordinate with technicians to dispatch help to the stranded drivers location.
• Offer calm and reassuring communication to distressed customers, emphasizing safety and prompt assistance.
• Accurately record details of each call, including the nature of the issue, location, and actions taken.
• Ensure follow-up calls to confirm that assistance arrived, and the issue was resolved satisfactorily.
• Strive to exceed customer expectations by delivering exceptional service during stressful situations.
• Work closely with other team members, including dispatchers, technicians, and supervisors.
• Should be cooperative with rotational shifts