General Summary

This individual will be responsible for answering inbound customer phone calls related to the selling or donation of vehicles to Pick-N-Pull from private party customers or other entities with which the organization conducts business. The individual may also be responsible for placing outbound customer calls in response to phone, email, facsimile or electronic facsimile inquiries.

This position offers competitive pay along with a variety of benefits including medical, dental and vision plans for both you and your dependents; 401k with company match, Paid Time Off, and paid holidays.

Essential Functions

• Interact with customers via phone and/or email to obtain necessary information to create a quote or enter/complete a vehicle purchase order for the sale or donation of vehicles following documented scripting and procedures.
• Interact with customers via phone and/or email to address inquiries and requests for information related to the sale or donation of vehicles.
• Respond to customer requests regarding Pick-N-Pull store information such as hours, days of operation, sales, etc.
• Respond to customer requests regarding specific vehicle parts pricing information and local store vehicle inventory information.
• Interact with Pick-N-Pull store personnel to respond to customer inquiries regarding scheduling of vehicle pick up or to assist with the resolution of customer requests, complaints or concerns.
• Adhere to departmental standards of performance.
• Work effectively with other contact center agents, team leaders, supervisors and manager.
• Other duties as assigned.

Job Conditions:

Indoor office environment with adequate ventilation. Exposure to moderate noise levels (example: business office environment with computers and printers, light traffic.)

Qualifications

• High school diploma or GED required.
• 3+ years of recent call center experience.
• Bilingual English/Spanish
• Proven track record of meeting or exceeding performance metrics (quality, productivity, and customer satisfaction).
• Strong working knowledge of customer service processes and procedures.
• Strong verbal and written communication skills with the ability to adapt communication style to various customer types.
• Intermediate to advanced computer proficiency, including the ability to navigate multiple systems efficiently.
• Highly organized with strong attention to detail and accuracy.
• Ability to work effectively in a fast-paced, high-volume environment while maintaining quality standards.
• Ability to work with a diverse customer base.
• Ability to multi-task and prioritize competing demands.
• Available to work varied shifts, Sunday through Saturday, 5:00am to 6:30pm.

Physical Activities Required to Perform Essential Functions:

The ability to stand, walk and/or sit up to 90% of the time. Manual dexterity to reach and handle items with hands and arms. Ability to talk and hear; Peripheral and depth perception vision; Light to moderate physical activity performing non-strenuous, repetitive daily activities of a productive/technical nature.