Call Center Representative

Bring your skills to the 2020 Kenworth Dealer of the Year! Kenworth Sales Company, a 38-location Kenworth and Isuzu truck dealership group, is looking for a Call Center Representative to join our Chesapeake, VA location.

The primary function of the call center customer service advisor is to coordinate repairs, dispatch tow companies and/or mobile repair units, communicate with customers, and act as a liaison between fleets, tow companies, and repair facilities.

Due to federally mandated DOT regulations, Kenworth Sales is a drug‑free workplace. Any offer of employment will be contingent on passing a pre‑employment drug screening.

Schedule: 3pm - 11:30pm

• Answer incoming phone calls from customers seeking information regarding vehicle service repairs and/or service issues
• Coordinate the development of the program with all Kenworth Sales Company Branches.
• Establish and provide breakdown management support for Kenworth Sales Co fleet customers, including monitoring and interpreting fault codes and campaign information for fleets.
• Monitor company compliance with PACCAR Premiere Care Gold Standards, the Concierge Program objectives, and Pac-Central guidelines, including time‑critical functions.
• Work directly with and assist each Corporate Service Director and District Service Manager as needed.
• Communicate effectively with Fleets, PACCAR Breakdown, and tow companies.
• Keep a log of the details of communication with customer/dealer throughout the repair process.
• Coordinate with Service Manager/Shop Foreman to assure completion of work within the time promised to customer.
• Monitor progress of repairs and update customer on any changes in agreed service, costs, or time of completion. Obtain customer authorization for such changes.

• Ability to read and comprehend English instructions and information.
• High school diploma or equivalent.
• Must have a working knowledge of all heavy truck repair methods.
• Must have a highly technical background with good troubleshooting skills.
• Must have basic computer skills and ability to utilize MS Office programs as well as PACCAR Web Ecat.
• Must have the ability to identify and meet customer needs and requirements.
• Must be a hard worker and a self‑starter and a problem solver.
• Excellent organizational, communication, and time management skills.
• Exceptional phone and customer service skills required.
• Appearance must meet company requirements.

• Kenworth Sales Company promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
• Stability – Company is financially strong with an established base of customers and is well positioned for continued expansion.
• History of Excellence – Work for an award‑winning dealership with a reputation for unsurpassed quality and customer service.
• Excellent compensation and benefits package including comprehensive health and dental insurance, flexible spending accounts (FSAs) with FLEX card, group life insurance, short‑term & long‑term disability insurance, voluntary life insurance, corporate holidays, paid vacation and personal leave, 401(k) plan with company match, and voluntary supplemental insurance plans.

Kenworth Sales Company is a family of companies based in Salt Lake City, Utah of over 38 dealerships in the Intermountian West and Mid-Atlantic regions.

An equal opportunity employer. Smoke free/ drug free facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.