Roadside Escalation Representative Senior Location St. Louis - Brentwood, Richmond Heights, Clayton, Maplewood & central areas Category Customer Service/Support - Customer Service/Support Job

ID 2024-501752

Overview Enterprise Mobility is excited to announce we currently have a new opening for Roadside Escalation Representative Senior supporting our Roadside department! The Roadside Escalation Representative Senior provides quality end-to-end support for customers experiencing a roadside event during a rental. The Roadside Escalation Rep serves as the first point of escalation following an initial request for assistance, and determines next steps, dispatching appropriate services (i.e. tow service, AAA, rental exchange, etc.) and monitoring ongoing events to continue to provide support and address post-roadside concerns.

Schedule:

The training schedule is 3 weeks at M-F, 8am-5pm CST and will include required attendance. Our full-time, regular schedules offer morning start times! (weekends included and holidays may be required based on business need)

Location:

This position is located at our Weldon Spring office in St. Louis, MO. We Work Hard and Reward Hard Work! This position offers a compensation package of $22.79/hour and includes paid training, full-time benefits including medical, dental & vision, 401k with a company match of up to 4% and profit sharing, paid time off, employee discounts and much more! Responsibilities Provide efficient and effective end-to-end support for roadside assistance requests escalated to the team through various communication methods; communicate effectively with customers to understand needs and document events per internal standards Apply problem solving skills, policy and procedure expertise to determine, dispatch and coordinate with service providers for appropriate services, offering alternatives and overcoming objections to effectively meet customer needs Consistently monitor status of roadside events to proactively intervene with the vendor and/or customer, determining and coordinating appropriate next steps to support customer needs Discuss/negotiate and authorize appropriate additional services to accommodate situations created by the roadside event and meet customer expectations (i.e. hotel stay, additional transportation expense, etc.) Provide vehicle management assistance to customers as needed (unlocking vehicles, geolocating vehicles, etc.) Seek to improve job performance through self-assessment, skill development, training and goal setting Maintain a regular and reliable level of attendance and punctuality Perform miscellaneous job-related duties as assigned Equal Opportunity Employer/Disability/Veterans #

LI-REMOTE

Qualifications Must be at least 18 years of age Must have a minimum of 3 years of customer service experience (call center or contact center preferred) Must have a minimum of one year of consecutive work experience with one employer Must be willing and able to work in office in St. Louis, MO High School Diploma/GED required Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future Options