Maintenance Customer Service Representative

JOB TITLE: Maintenance Customer Service Representative

FLSA: Non-Exempt

REPORTS TO: Maintenance Customer Service Manager

SUMMARY: Responsible for performing a variety of general administrative and data entry duties and developing improvements within the Maintenance department.

ESSENTIAL DUTIES AND RESPONSIBILITIES: "Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

Administrative Duties

• Answer multi line phones and collect information about condition of truck and or breakdown.
• Perform administrative job functions such as data entry, filing, faxing, Cetaris data entry, assisting auto haulers and clients, mailings, Fed-X labels, typing documents, data entry in multiple systems as needed or required and assisting other members of the Maintenance team as needed.
• Issue CLC for hotel to driver if needed.
• Status update at end of each shift so it is clear what repairs are in process.

Preventative/Scheduled Duties- perform the daily duties of routine preventative and scheduled maintenance or repairs.

• Timely follow up with vendors, dispatch, Maintenance department and auto haulers.
• Work directly with auto haulers and dispatch to maintain routine maintenance schedules.
• Work directly with auto haulers and tanker drivers to get needed service roadside or tow truck for them.
• Coordinate with repair facilities to ensure needed service(s) can be completed in a timely manner and actively minimize down time of auto haulers.
• Review maintenance invoices to ensure accuracy, confirm all requested services were completed and approve for payment.
  1. If any repairs are not completed, make notes for follow up.
  2. Ensure follow up repairs are completed in a timely fashion.
• Complete entry of vehicle repairs and work orders pertaining to preventative/scheduled maintenance into Cetaris.
• Communicate with other members of the Maintenance department to best utilize down time.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Two years' experience in a front office position.
2. Customer service telephone experience.
3. Experience in logistics and dispatch, preferably within auto hauling distribution, a plus.
4. Knowledge of DOT compliance, laws, rules, regulations and safety is helpful.
5. Proficient in Microsoft Office Suite.
6. Knowledge of Cetaris and Samsara a plus.
7. Ability to maintain a high level of accuracy and completion in preparing and entering information.
8. Attention to detail and possess a high level of accuracy.
9. Comfortable working in a fast-paced environment and ability to stay calm under pressure.
10. Strong interpersonal skills to develop and maintain positive relationships with dispatch team and auto haulers.
11. Possess effective verbal and listening skills.
12. Work occasionally requires a high level of mental effort and strain when performing essential duties. Must be able to perform the essential duties of the position with time constraints, interruptions and stressed dispatchers and drivers.
13. Work may require more than 40 hours per week.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee is required to sit/stand for most of his/her job duties. There is the need to frequently walk. There will be a moderate amount of standing, stooping, kneeling, bending, lifting and reaching for some of his/her job duties.

Visual requirements include reading off a computer screen as well as printed materials. A high degree of dexterity is required due to frequent use of a telephone console.

Verbal and auditory requirements include the ability to communicate clearly over the telephone as well as in person.

There is a moderate level of grasping, lifting, pushing and/or pulling of objects of less than 25 lbs.

This Job Description is intended to describe the general content of and requirements for the performance of this position. The omission of specific statements of duties does not exclude them for the position if the work is similar, related or a reasonable requirement of the position. Additional duties may be assigned, and requirements may vary from time to time.