Breakdown Call Centre Representative

7 months ago

Kitchener, Canada GoRight Fleet Solutions Full time

GoRight is an innovator in the transportation maintenance industry. For over 15 years, we have provided customers with exceptional and transformative maintenance solutions. We believe that working with leading-edge technology in our shops is just as important as being innovators in all areas of our business.

Working at GoRight is more than a career for our people. We are a place that lives our values and are committed to delivering exceptional results to our employees and customers. We take our values seriously and are committed to safety, quality, responsiveness, honesty, integrity, and personal initiative every day.

We are hiring an afternoon shift Breakdown Call Centre Representative at our Truck and Trailer Service Centre in Kitchener, Ontario.

The primary responsibility of the position is to provide exceptional customer service experiences while providing all components of administrative support to our Mobile Fleet team. The Breakdown Call Centre Representative is responsible for scheduling and dispatching Truck and Trailer maintenance and coordinating emergency breakdowns for our customers throughout Canada and USA. This position receives and dispatches customer work requests to mobile technicians, ensures documentation and work orders are completed accurately utilizing GoRight’s technology and standard work processes to provide exceptional customer service.

**Shift**: Afternoon Shift ( 4:00 p.m. - 12:00 a.m.), Monday - Friday Full-time/Permanent
- Excellent industry leading pay
- Daily pay advances if you need to receive pay in advance of your normal pay date
- Comprehensive Benefits - featuring 100% reimbursement on medical and dental, vision, AD&D, affordable STD/LTD, Life and Dependent Life Insurance
- CareerPath - Company paid personal and professional development
- Leading edge diagnostic equipment for your career development and growth
- Paid lunches (Afternoon Shift)
- RRSP program includes employer matching your contributions
- Employee Assistance Plan
- Safe, clean, bright, and organized work environment
- Employee referral bonus payment
- Open, inclusive culture
- A great place to work

**Roadside Service Support**:

- Work with Standard Work processes to identify areas for improvement
- Receive calls from drivers/dispatchers who have vehicles broken down; gathering accurate and detailed information required to dispatch the appropriate technician, service provider and/or parts/equipment
- Input the information/data used for dispatching into the maintenance system
- Coordinate repair services for breakdown support with technicians (employees, brokers and service providers)
- Confirm every dispatched call to ensure the roadside/location service is completed within required timeframe
- Provide telephone support as needed and inform customer of status of repairs
- Maintain a positive relationship with customers, technicians, brokers, service providers and co-workers
- Other work as may be defined

**Administration**:

- Work with Standard Work processes to identify areas for improvement
- Documentation of standard work processes and procedures
- Review work orders for accuracy, gathering and entering additional details as required
- Authorize and process detailed work orders, invoices and warranty in an accurate and timely manner
- Reconcile third party invoices to work orders and attach to appropriate invoice(s)
- Communicate with Contract/Service Managers any concerns/discrepancies within work orders
- Support other service departments with reviewing and closing of work orders
- Assist in the warranty claims process when required
- Attend meetings and training as necessary
- Complete assigned online training within the allotted time given
- Other work as may be defined

**Health and Safety**:

- Work with Standard Work pocesses to identify areas for improvement
- Aware of the employee’s responsibilities and follows all health and safety policies and procedures as set out in the Health and Safety Manual
- Works safely to reduce the risk of injury to self, co-workers and customers
- Is alert to and promptly reports all actual and potentially hazardous situations to Service Manager or Shop Supervisor
- Does not operate faulty equipment
- Wears personal protective equipment (or clothing) as required by the task, MSDS or company policy
- Promptly reports personal injury to your supervisor and seeks first aid as needed
- Participates in fire and Occupational Health and Safety training and drills
- Strives to improve work processes to reduce risks
- Knows the facility emergency evacuation plan

**Lean Process Improvement**:

- Support and follow Lean and quality process improvement initiatives
- Ensure Standard Work documents are up to date and encourage involvement and improvement
- Work continuously to identify and eliminate waste

**Decision-Making & Accountability**:

- Sourcing the best resource to provide roadside/location assistance to our customers to have vehicles repaired and on t

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