Job description

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 77 years of consistent excellence, we are still growing! We have recently joined forces with Truck Enterprises, Inc. and now span 10 states across the country and boast 33 locations with over 1200 employees. We have exciting career opportunities available today in most of our locations. We are always looking for highly motivated individuals with a passion for helping our customers build the kind of success that Kenworth knows so well.

BENEFITS

We offer a full rich benefits package including medical, dental and vision and paid life insurance as well as a 401K with an aggressive match, vacation and holiday pay.

Call Center Manager Job Summary

The primary function of the Call Center Manager is to oversee and assist call center customer service advisors with coordinating repairs, dispatching tow companies and/or mobile repair units, communicating with customers, and acting as a liaison between fleets, tow companies, and repair facilities.

Call Center Manager Duties and Responsibilities

• Supervise all call center employees, review and analyze performance, results and take corrective action as needed.
• Required to set and maintain employee schedule to cover the hours of operations needed for call center office.
• Coordinate the development of the program with all Kenworth Sales Company Branches.
• Establish and provide breakdown management support for Kenworth Sales Co fleet customers, and Paccar Breakdown, to include monitoring and interpreting fault codes, as well as campaign info for fleets.
• Monitors Company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time critical functions.
• Work directly with Senior Management and assist as needed.
• Communicate effectively with Fleets, call center employees, PACCAR Breakdown, tow companies, and other customers, including follow up after repairs.
• Keep log of the details of communication with customer/PACCAR/tow company/dealer throughout the repair process.
• Coordinates with Service Manager/Tow Truck Company/Shop Foreman to assure completion of work within time promised to customer. Monitors progress of repairs and updates customer and PACCAR on any changes in agreed service, costs, or time of completion. Obtains customer/ PACCAR authorization for such changes.
• Will require travel for meetings, customer visits, training etc.

Call Center Manager Qualifications

Ability to read and comprehend English instructions and information. High school diploma or equivalent. Must have a working knowledge of all heavy truck repair methods. Must have the ability to identify and meet Customer needs and requirements. Must be a hard worker and a self-starter and a problem solver. Organizational and time management skills a must. Exceptional phone and Customer service skills required. Appearance must meet the company image and requirements.

WORKING CONDITIONS

This position involves both sedentary and physically demanding. For part of the shift, s/he will work at a desk in an office setting, doing paperwork, filing, and key entry on a computer video monitor. For part of the shift, s/he will climb stairs, climb in and out of vehicles, stand, stoop, kneel, crouch, and reach, moving about the dealership facility to communicate with managers, employees and customers. Will be exposed to noise, dust, exhaust fumes and a variety of other hazardous and non-hazardous materials. Must be able to lift up to 50 lbs. unassisted on a regular basis.

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

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