Executives

Essential Functions

Ensure that calls are handled as per standard and defined proceduresEnsure that assigned customer satisfaction, lead generation and efficiency goals are metEnsure that the quality of customer / third-party interactions is in compliance with pre-defined parametersEnsure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient mannerMaintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on dutyFocus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of serviceEnsure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customerEffective negotiation skills with service providers to secure service for the customersComply with company policies and proceduresAny other essential function that may occur from time to time as directed by the supervisor

Voice And Conversation Capabilities

Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciationAbility to negotiate with service providers on ETAs / rates /Ability to understand and comprehend the callerEffective questioning, including the use of open and closed questions to obtain the right information to assist the customerAdjust tone, pace and language to better support and understand the customerCommunicate with next level of support in a constructive manner to achieve great outcomes