UDA Agent Job DescriptionSummary:
The Urgently UDA agent is a specialist position. We handle the Towing and Roadside Service requests from our service partner's customers that are not easily assigned. You play a critical role in helping get our customers off the side of the road, assisted by Towing / Roadside Assistance Service Providers. Our agents balance the needs of our business, our Service Providers, Service Partners and our Customers. The ability to work quickly and overlap on skills is required.What you will do:
Alerts come into our department when a Roadside Assistance request comes in, and is not automatically accepted by our Service Providers. In this instance, you will make outbound calls to Service Providers (Roadside Assistance Companies, Tow Truck Companies, Etc) across the Country, as well as Canada and Puerto Rico. You will attempt to find a company that can provide the Roadside Assistance at a price that is acceptable to the Company, Business Partner and Service Provider. You will keep the customer updated as to the progress of your work.Skills Required:
A positive can-do attitude
Willing to take feedback and coaching and incorporate the information to improve skills
Computer literacy skills. Know how to use email, chats, Google Sheets / Google Docs
Ability to overlap and handle typing / talking, multiple computer screens and competing priorities
Ability to communicate clearly and professionally o our internal and external customer
Ability to empathize and work with challenging customers in difficult situations
Ability and comfortable in negotiating prices with service providers while building relationshipsJob tasks:
Own and research the needs of Urgently customers cases(Towing and roadside assistance)
Source service providers for Urgently customers using tools provided
Make outbound phone calls to multiple providers to negotiate services
Negotiate fair and favorable pricing for services provided
Accurately assign case to sourced service provider
Keep customers updated through consistent phone and e-chat contact
Document actions and decisions in appropriate systems
Keep in contact with team leadership through chat, online meetings, and phone contact
Assist other departments and functions as necessaryJob expectations:
- Ability to work productively on your own
- Accurate time reporting is a requirement
- Professionally communicate with our internal and external customers as well as our service partners
- A quiet, private work environment within your home
- Reliable and fast internet connection that meets our minimum speed requirements.
- Regular and reliable attendance
- Ability to appear professionally on camera for work meetings
- Ability to overlap on job functions
- Google Docs/Sheets or Word/Excel ability
- Able to meet and exceed production goals via coaching and feedback
- Regular and reliable attendance
- Some flexibility for work hours during peak times of the year
Call Center, Data Entry, Healthcare, Biotechnology, Talk Time, QualityTop Skills Details:
Call Center, Data Entry, Healthcare, Biotechnology, Talk Time, QualityAdditional Skills & Qualifications:
Previous experience in a customer service environment Excellent communication (written & verbal) skills; bilingual speakers preferred Highly driven and competitive in nature requiring minimal supervision Ability to navigate through multiple weExperience Level:
Entry LevelAbout Aston Carter:
At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.