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Swift Transportation Advanced Contact Team Advisor (Call Center Advisor) in Phoenix, Arizona

Primary Purpose and Essential Functions: Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, fuel, lumper, etc.; gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel. Facilitate necessary repair of equipment during breakdown and accident repair cycles; obtain maximum equipment utilization to minimize overall costs.

  • Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly.

  • Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.

  • Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.

  • Investigate and recover all warranties possible during the vendor selection and outside repair process.

  • Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.

  • Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.

  • Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.

  • Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.

  • Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.

  • Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

  • Skills: Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

  • Education: High School Diploma or GED.

  • Experience Required: Customer service experience required. call center experience preferred; mechanical experience a plus.