Job DescriptionAutoReturn is a technology-enabled services company relieving cities and police of the day-to-day administration of managing towing operators.We automate what was a manual process for police communication and 911 centers allowing them to focus on other law enforcement activity.The company was founded in 2002 by a team of technology entrepreneurs with deep operational experience.AutoReturn has expanded nationally and has long standing government contracts with San Francisco, San Diego, Concord, Austin, Baltimore, Denver, Indianapolis, Kanas, and Las Vegas.The "Smart City" movement is aimed at improving how governments increase efficiency by using technology to improve city services and meet residents' needs.One of the most recent smart city examples is how municipalities are turning to AutoReturn.

We are thrilled to be a part of this movement and are excited about the opportunity to make a difference in many more cities across the country.We are looking for talented and dedicated team members to join us on our mission.We offer competitive packages, top-tier benefits, and a positive workplace environment and culture.As a Customer Service Representative, you will be responsible for supporting a high volume of customer walk-ins and calls on a daily basis.


Highly developed sense of integrity and commitment to customer satisfaction Demonstrated passion for excellence with respect to treating and caring for customers Ability to communicate clearly and professionally, both verbally and in writing Can handle complaints and unpleasant customers professionally Has a pleasant and friendly attitude Strong decision making and analytical abilities Strong detail orientation and communication/listening skills Willingness to work a flexible schedule and occasional overtime when needed A strong work ethic and team player mentality Must have the ability to multi-task and understand work priorities Candidate must have a minimum of two years of experience in a customer service field with both phone and face to face contact Experience with InternetExplorer and Microsoft Office preferred RESPONSIBILITIES: Troubleshoot customer issues over the phone or in person Assist customers with retrieving vehicle(s) out of impound Input tow slip and inventory data into the operating system Knowledge of how to register public and dealer for auctions Understand all documentation required for each situation with a customer and their vehicle Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking Take payment information and other pertinent information such as addresses and phone numbers Thorough understanding of vehicle and property passes Ability to handle cash and giving correct change to customers Work with customer service manager to ensure proper customer service is being delivered Handle all changes in policies and processes Work with insurance companies, lien holders, and law enforcement and tow truck drivers regarding vehicles stored at impound Excellent communication skills with the storage specialist regarding all passes vehicle checks and all other general questions Maintains customer records by updating account information Professionally handle requests from customers and ensure that issues are resolved both promptly and thoroughly Maintain a balance between company policy and customer benefit in decision-making Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer s experience Company DescriptionWhen we founded AutoReturn in 2002, the municipal towing industry was plagued with problems -- long tow wait times, vehicle damage, property loss, low levels of reporting and accountability, conflicts of interest, and plenty of unhappy customers.We saw a better way.

-We built a new type of organization -- a municipal towing management company for the 21st century which:
-Is run by a top-notch management team with deep operational experience and the best staff available-Insists on superior service to customers and municipalities-Rigorously evaluates and implements world-class technology and management practices-Enables networked communication at every step of the process -- from tow requests through vehicle return-Gives cities a transparent view into our operations with on-demand reporting-Sets and exceeds high performance benchmarksThe results have been extraordinary:-Tow response times are shortened-Vehicles are returned faster-Customer service is greatly improved-Cities realize cost recoveries-Fewer vehicles are damaged-Cities and citizens alike report far greater satisfaction
Associated topics: answer, call, client service, customer order, customer service, guest, help desk, service call, service representative, telephone

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