Exl Service

  • Roadside Rescue Agent II - Full Time (Morning Shift)

    Job Location US-MO-Lee's Summit
    Regular Full-Time
  • Overview

    EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.



    *Note: Successful completion of background and drug screening is mandatory.


    Job Summary


    As a Roadside Rescue Agent II, you are responsible for responding to incoming customer calls and/or e-mails for emergency roadside assistance as well as various member services inquiries and transactions. Handling escalated calls and across different plans and memberships. Actively listening while displaying confidence and empathy to customers/members calling with unplanned vehicle breakdowns while taking ownership of the situation. Work with a sense of urgency to ensure that a Roadside Provider is dispatched efficiently and immediately, avoiding any possible delays in rescuing the customer.




    Customer Rescue Service

    • Field incoming calls from customers in need of roadside assistance, as well as making the necessary outbound calls to Roadside Providers to insure that all appropriate instructions be given, and ensuring that services are rendered for the customer. Handling escalated calls and different plans
    • Answer phones, e-mails, respond to customer questions and concerns, and ensure all inquiries are handled and documented in a timely and professional manner
    • Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations

    Courtesy and Professionalism

    •  Deliver appropriate sense of urgency when responding to customer requests
    • Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone or email
    • Participate in team meetings designated to enhance the overall department and/or improve the quality of service provided to customers

    Solution to Resolution

    • Effectively advise the Coach, Floor Support mentor, or Team Leader promptly and fully to inform them of any problems, or unusual matters which may lead to an escalation or dissatisfied customer so an alternative course of action can be taken when necessary
    • Think "outside the box" to troubleshoot process exceptions and recommend resolutions
    • Responsible for entering accurate information in a timely manner into the computer-aided dispatching system - detailed documentation is required for shift change handoff or for potential future investigatory purposes




    Required Qualifications

    • Must have 5 years of experience in a call center environment (all prior job(s) without break should be in call center
    • Experience in operating a computer in a Windows based environment

    Communication Skills

    • Excellent verbal and written communication skills – must have a pleasant speaking voice, good articulation, rate of speed and ability to be clear, concise, and sound confident
    • Demonstrate sincere empathy and compassion and a genuine respect for people, their concerns, feelings, well-being and appreciation of them as one of our customers
    • Must have demonstrated effective customer service skills

    Positive Attitude

    • Must have a true desire to help others (we hire for heart and train the skill)
    • Ability to remain calm, collected, flexible, and adaptable in various circumstance
    • Live the mission and vision of the organization and embrace the philosophy of a motivating and inspiring work environment

    Attention to Details

    • Must have demonstrated ability to analyze and problem-solve, show persistency, attention to details, adherence to applicable policies, procedures, and product changes
    • Clear and effective documentation skills
    • Strong multi-tasking skills; in this role you will need to actively listen and while simultaneously entering information into various different systems including but not limited to online mapping tools and computer-aided dispatching system
    • Must be highly organized and flexible, as well as able to work independently and in a self-directed manner

    Technical Skills

    • High School or GED Education required
    • Knowledge of general North American geography and state abbreviations is required – should be familiar with map notation
    • Proven proficiency with computer applications, Windows environment, and accessing the internet and e-mail
    • Punctuality and attendance better than standard, as well as flexible availability to meet training and shift requirements
    • Have a working knowledge and understanding of vehicle types, including various makes and models
    • Must be confirmed as being eighteen (18) years of age or older on or before the hire date.
    • Should be qualified to be lawfully employed per the required local employment regulations

    Job Type: Full-time (Must be available for flexible shifts and to work on holidays & Weekends)

    *Note: Successful completion of background and drug screening is mandatory.



    EEO Statement



    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed