Customer Service Representative

Job Description

Customer Service Representative (Full-Time) plays a significant role at Roadside Protect, Bosch Service Solutions. You will be helping customers solve various roadside problems, which could considerably impact their personal or professional lives. Therefore, your ability to empathize and display social skills will be critical to building rapport with customers and getting the information you need to help them.

Since Roadside Protect was founded in 2002, RP has managed more than 2,000,000 dispatches. Our key mission is to deliver a better service when it matters the most - the critical minutes when people are stranded on the road and in need of help.

Responsibilities:

• Answer inbound calls and provide professional, empathetic customer support 
• Accurately gather required information and enter data into dispatch systems, or perform fleet intake, gather vehicle, driver and indicant information accurately. 
• Follow scripts, workflows, and client specific requirements 
• Communicate clearly with customers or drivers regarding next steps, expectations and processes  
•  Escalate issues according to policy when necessary 
•  Maintain confidentiality of customer and company information  
• Contribute to a positive team environment and uphold service standards 
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required.  Duties, activities, and responsibilities may change at any time with or without notice to meet the needs of the business. 

Hours:

• Full-Time Hours: 5:00 AM - 1:30 PM

Schedule Options:

• Monday, Tuesday, Wednesday, Friday, and Sunday 
• Monday, Tuesday, Thursday, Friday, and Sunday

Training:

Initial training prepares new hires for a fast-paced roadside assistance environment, building confidence one day at a time for a span of a new hires first 6 weeks, under a training schedule. 

Training will cover call handling expectations, customer communication, dispatch processes, and how to work through real-life situations such as (but not limited to) soft services (jump start, lockout, etc.), towing requests, and escalations. The overall goal is to build confidence, strengthen problem-solving skills, and make sure each associate is ready to provide professional and efficient support from day one.   

Qualifications

REQUIREMENTS (education, prior experience, skills, key competencies, system knowledge): 

• U.S Work Authorization
• High School Diploma or GED required 
• High level of attention to detail and problem-solving skills 
• Ability to comfortably work in a fast paced, time sensitive environment 
• Proficient with using a desktop computer and MS office applications 
• Strong interpersonal communication skills, verbal and written.   
• Strong customer service and empathy skills 
• Reliable, strong attendance and professionalism 
• Ability to commute and work on-site in Itasca, IL
• Ability to work a set schedule.
• Additional language skills are beneficial, such as French or Spanish but not required.
• Experience in the roadside assistance or automotive industry is beneficial but not required 

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting at a desk and working on a computer. 
• Ability to speak and communicate clearly with callers and team members for extended periods 
• Ability to hear and comprehend verbal communications over the phone 

Additional Information

All your information will be kept confidential according to EEO guidelines.