Customer Service Representative

Customer Service Representative
Greensboro, NC
Pay: $22.00 per hour
26-06171
Job Summary

The Customer Service Representative is responsible for delivering exceptional customer support in a fast-paced, high-volume call center environment. This role serves as the primary point of contact for customers requiring roadside assistance, technical support, and service coordination. The Customer Service Representative manages cases from initial contact through resolution, coordinating with customers, service providers, dealers, and vendors to ensure timely and effective solutions. The ideal candidate possesses strong communication, problem-solving, and multitasking abilities while maintaining a customer-focused approach.

Job Responsibilities

• Answer incoming customer calls promptly and professionally while providing outstanding customer service.
• Document customer inquiries, requests, and service events accurately within case management systems.
• Coordinate roadside assistance and service support activities from initial contact through resolution.
• Communicate with customers, service providers, dealers, and vendors to facilitate timely service delivery.
• Monitor case progress and provide regular updates to customers and stakeholders.
• Research and communicate technical specifications, product information, and service-related details as needed.
• Manage customer expectations and provide solutions to logistical, operational, and service-related issues.
• Resolve customer concerns, complaints, and service challenges while maintaining a professional and positive experience.
• Escalate complex issues appropriately to leadership when necessary.
• Prioritize service events based on urgency, safety concerns, and customer needs.
• Maintain accurate and detailed documentation throughout all customer interactions.
• Utilize case management tools, databases, and internal resources to support customer needs.
• Collaborate with team members to achieve departmental goals and service objectives.
• Participate in team development initiatives, process improvements, and continuous learning opportunities.
• Build and maintain effective working relationships with internal and external stakeholders.
• Perform additional duties as assigned.

Job Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• Minimum of 1-2 years of customer service, call center, technical support, dispatch, service coordination, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and conflict resolution abilities.
• Strong problem-solving and analytical thinking skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and documentation skills.
• Proficiency with Microsoft Office applications and computer systems.
• Strong data entry and keyboarding skills.
• Ability to learn and navigate multiple software applications and case management systems.
• Strong interpersonal and teamwork skills.
• Ability to exercise sound judgment and decision-making.
• Self-motivated with strong initiative and adaptability.

Work Experience

• Previous experience in customer service, call center operations, dispatch, technical support, roadside assistance, logistics coordination, service coordination, or case management preferred.
• Experience documenting customer interactions and managing service cases preferred.
• Automotive, transportation, fleet, heavy equipment, or diesel industry experience is a plus.
• Automotive technical education or hands-on automotive/heavy-duty diesel repair experience preferred.

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.