Concierge Call Center Representative Job at Kenworth Sales in Las Vegas

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Are you ready to join an industry leader with a strong foundation of success? Kenworth Sales Company was awarded the 2020 Dealer of the Year award and, after 80 years of consistent excellence, we are still growing! We have exciting career opportunities available today. We are always looking for highly motivated individuals with a passion for helping our customers build the success that Kenworth knows so well.

Concierge Call Center Representative Job Summary

The primary function of the Concierge Call Center Representative is to deliver excellent customer service to internal and external customers as an extension of all service locations within Kenworth Sales Company. Coordinate delivery of detailed breakdown status reports and information from our service departments to the customer on a scheduled and as-needed basis. Field inbound calls from Paccar Premier Care and act as the liaison between the customer, Premier Care, and the Service Department, initiating mobile and in-shop services as well as towing as the situation requires. Provide parts support to customers and shops on an as-needed basis.

Requirements and Responsibilities

• Establish and provide breakdown management and support to Concierge Fleets, Premier Care Call Center, and Truck Sales Customers during and after office hours.
• Maintain communication with Fleet, Premier Care, and other interested parties.
• Monitor the health of Kenworth Sales Concierge Fleets vehicles throughout the country as assigned.
• Maintain open and effective communication with Service Department Managers, Warranty personnel, Service Office Staff, Fleet Breakdown Departments, Customers, and Internal Sales Staff.
• Log all interactions and information in shared company database and/or spreadsheet.
• Share information and details to support customers and staff appropriately.
• Monitor repair processes, providing suggestions and information tactfully.
• De-escalate and resolve potentially negative interactions with customers, fleets, and service personnel.
• Understand warranty policies and procedures.
• Coordinate estimates, parts allocation, and customer approvals.
• Assist customers in identifying needed services and obtaining purchase orders and payments.
• Handle inbound calls from Premier Care call center to resolve customer complaints.
• Participate in training, meetings, and development conferences.
• Promote sales of labor, parts, and accessories during customer contact.
• Maintain partnerships with dealer groups, Paccar, and vendors to assist with delays in parts receipt and resolution.
• Accept after-hours calls on a rotation basis.
• Assist with follow-up and updating of customer vehicles as needed.

Qualifications

Excellent customer service and interaction skills. Ability to read and comprehend instructions and information. Ability to gather and share detailed information quickly and accurately. High school diploma or equivalent. Experience in transportation industry a plus. Excellent communication and problem-solving skills. Ability to manage stressful interactions diplomatically and professionally. Professional personal appearance.

Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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