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Road Squad Agent in Westlake, OH at TravelCenters of America

Date Posted: 11/15/2019

Job Snapshot

Job Description

Job Brief:

Responsible for the set up and successful execution of road call service requests for RoadSquad which includes the TA / Petro, and Connect Provider repair networks.   Individual is responsible for set up of the repair.  Extensive phone and computer duties.  Post holder interacts with fleet customers, drivers, field personnel (technicians, TSA’s, and Shop Managers), and TAHQ staff.  In addition to correct set up, the individual inputs all pertinent road call information into the Truck Service System and RoadSquad Tracking Database.

Job Duties:

  • Ability to interface with customers, partners and field personnel as necessary to successfully execute all road calls.
  • Ability to work in a team environment.  Must be willing to support the team during peak hours/seasons.
  • Must be open to flexible working hours.  RoadSquad Connect Center is a 24/7 operation.  Individual must be willing to work holidays, weekends and cover for vacation/sick time as required.
  • Understands and achieves stated goals and RoadSquad Connect Center targets.
  • Ability to accurately diagnose tractor/trailer breakdowns and to understand industry specific terminology.
  • Ability to identify correct part/tool requirements for all road calls and to review inventory levels at site to determine if required service parts are available.
  • Strong customer service skills and phone etiquette required.
  • Demonstrates proven ability to work with all repair locations to affect the best roll time possible.  This includes successfully demonstrating strong decision making ability to utilize all network options and at site options to meet customer commitments and execute the repair.
  • Handle calls in a timely and efficient manner.  Must be able to perform to call standards established for RoadSquad Agent , including executing guidelines for time of dispatch, time of technician arrival and completion time.
  • Maintains high level of understanding of all applicable policies and programs related to TA/Petro, RoadSquad, Shop Operations and RoadSquad Connect Center. 
  • Actively participates in all required training. (Extensive training provided.)
  • Seeks training opportunities to improve personal performance capacity and effectiveness.
  • Maintains proficiency on all applicable software/database programs and Truck Service System.

Requirements:

  • High School degree required.  Technical College preferred.
  • Two-year equivalent relevant business experience, preferably in a shop environment.
  • Computer proficiency with emphasis on Microsoft Excel. Experience with Tracking Databases a plus.
  • Excellent written and verbal communication skills.
  • Strong intrapersonal skills required to function effectively in a customer service environment.
  • Proven ability to work successfully under pressure.

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