Service - Breakdown Call Centre Rep

About the role:

Breakdown Call Centre Representative

GoRight Fleet Solutions Inc. is seeking a Breakdown Call Centre Representative to work on the Day Shift out of our facility located in Kitchener, Ontario.

Position Summary:
The primary responsibility of this position is to provide an exceptional customer service experience 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 always provide exceptional customer service.

By Joining our Great Team, you are Eligible for:
 

• A safe and cooperative work environment
• Ongoing training opportunities
• Competitive wages
• On Demand Pay
• Best in Class Group Benefits Plan    
• Employee Recognition Program
• Employee Assistance Program    
•  Employee Referral Program
• Boot Allowance    
• Opportunities for advancement
• RRSP program with employer matching    

    
Duties and Responsibilities:
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 the required timeframe.  
Provide telephone support as needed and inform customers of the status of repairs.
Maintain a positive relationship with customers, technicians, brokers, service providers and co-workers.
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.
Work with Standard Work processes to identify areas for improvement.
Is aware of the employee’s responsibilities and follows all health and safety policies and procedures as set out in the Health and Safety Manual.
Work 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 
Does not operate faulty equipment.
Wear personal protective equipment (or clothing) as required by the task, SDS or company policy.
Promptly report personal injury to your supervisor and seek first aid as needed.
Participate in fire and Occupational Health and Safety training and drills.
Strive to improve work processes to reduce risks.
Know the facility emergency evacuation plan.
Ensures the work area is free and clear of trip hazards and obstructions.
Other work as may be defined

QUALIFICATIONS
Education and Training
Minimum Grade 12 or equivalent. 
2+ years of customer service/call centre experience.
Industry-related experience is required. 
Mechanical knowledge is an asset and preferred.
Computer proficiency (MS Office, Cetaris etc.).
Knowledge of Canadian and USA Geography.

Skills and Experience
Excellent communication and customer service skills to interact with internal and external customers.
Strong administrative and data entry skills with attention to detail and a high degree of accuracy.
Strong organizational and time management skills.
Able to follow standard operating procedures to make decisions and resolve challenges.
Ability to work independently, and with a team as required.
Excellent attendance and punctuality.
Ability to work well under pressure.
Professional appearance and manners.
Able to respond quickly in a dynamic and changing environment.
Able to build and maintain lasting relationships with technicians, corporate departments, key business partners, and customers.
Your ability to speak French is an asset but not required.

About the Company:

GoRight is an innovator in the transportation maintenance industry. We are a Canadian company, and privately owned. For over a decade, we have provided our customers with exceptional and innovative fleet maintenance solutions that lower their overall cost of ownership and maximize vehicle uptime. We achieve this with the help of our highly skilled employees, along with our state-of-the-art systems that empower our customers with customized reports and analytics so they can make informed decisions, which lower their fleet life cycle costs.

Our core values are:
Safety | Cooperation | Honesty & Integrity | Quality | Responsiveness | Personal Initiative

GoRight is committed to providing a respectful workplace for all employees, customers, and visitors, free from violence and harassment. We strive to create a respectful, accessible, and inclusive work environment. Upon individual requests, the organization will endeavor to remove any barrier to the hiring process to accommodate those candidates with disabilities.

To apply, please email your resume to careers@gorightfleet.com
We thank all applicants for their interest; however, only those selected for interviews will be contacted.