Maintenance - Mex - Road Service Agent (Santiago de Querétaro)

Road Service Agent

Schedule: Monday to Friday 2:00 pm - 11:00 pm

General Description

• Ability to interface with customers, partners, field personnel, operational teams, safety, compliance, emergency response teams, drivers, technicians and vendors as necessary to successfully execute all road calls.
• Ability to accurately diagnose tractor/trailer breakdowns and to understand industry specific terminology.
• Strong customer service skills and phone etiquette.
• Demonstrates proven ability to work with all repair locations to affect the best roll time possible. This includes successfully demonstrating strong decision making ability to utilize all network options and at‑site options to meet customer commitments and execute the repair.
• Handle calls in a timely and efficient manner. Must be able to perform to identified standards for all Road Service agents.
• Ability to process invoicing, MasterCard and ComCheck payments. Includes verifying invoices, accurate entry and coding, generate and respond to vendors with purchase orders. Actively participates in all required training.
• Seeks out training opportunities to improve personal performance and stay current within industry guidelines.
• Ability to work in a team environment. Road call business is not ratable. Must be willing to support and assist in overload work situations. This includes being flexible on breaks and lunch hour.
• Must be open to adaptable working hours. The Road Service Department is a 24/7 operation. Individual must be willing to work holidays, weekends and cover for vacation/sick time as required.
• Understands and achieves stated Road Service/Maintenance department goals and costs.
• Responsible for accident recovery and repairs.

Qualifications / Skills

• Provide excellent customer service.
• Ability to work unsupervised.
• Highly motivated and determined to reach target driven goals.
• Used to work at a fast‑paced environment.
• Able to handle multiple tasks and work effectively independently or in a team environment.
• Always conducts in a manner that reflects a positive, professional image.
• Display and encourage teamwork and willingness to be a problem solver.
• Highly organized and detail‑oriented with strong time management skills.
• Excellent sales skills, goal oriented – Ability to self‑motivate to achieve and exceed KPI goals on a team and individual basis.
• Understand and embrace a metrics‑driven operation.

Work Experience Requirements

• 6+ months call center experience.
• Preferred mechanical experience.
• 6+ months customer service experience.

C.R. England is an equal opportunity at‑will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.