Customer Service Representative (5:00 am - 1:30 pm)

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
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.
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

Employment type
Full-time

Work arrangement
No