Job Description

: Essential Functions Ensure that calls are handled as per standard and defined procedures Ensure that assigned customer satisfaction, lead generation and efficiency goals are met Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner Maintain a 'one-call resolution' mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer Effective negotiation skills with service providers to secure service for the customers Comply with company policies and procedures Any 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 pronunciation Ability to negotiate with service providers on ETAs / rates / Ability to understand and comprehend the caller Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer Adjust tone, pace and language to better support and understand the customer Communicate with next level of support in a constructive manner to achieve great outcomes