John Baker

• customer experience?

As an Associate, Car & Light Duty Maintenance, I work from home in an inbound/outbound call center environment, providing exceptional customer support to clients, drivers & suppliers who communicate with the contact center through either phone, email or Maintenance Platform software. I use my experience to review requests from automotive repair shops and approve or decline repairs based on the client’s Policies.

A Day in the Life

• Apply my car and light duty technical expertise (e.g.; repairs, preventative maintenance, labor & parts costs), while providing a superior customer experience, in responding to incoming calls and emails from drivers and suppliers while resolving inquires such as, involving repairs, rental request, accidents and roadside events.
• Triage and respond to inquiries coming from our Maintenance Platform, email, or other internal tools
• Assist drivers in locating appropriate repair facilities
• Use technical knowledge to effectively negotiate repairs on our client’s behalf
• Assess caller’s needs, clarify information, research any issue, and provide solutions and / or alternatives
• Handle calls in an efficient manner, minimizing driver/client time to resolve issues
• Strive for first call resolution
• Exhibit applicable empathy during each call ensuring a superior customer experience
• Meet personal/team qualitative and quantitative targets

• customer experience?

As an Associate, Car & Light Duty Maintenance, I work from home in an inbound/outbound call center environment, providing exceptional customer support to clients, drivers & suppliers who communicate with the contact center through either phone, email or Maintenance Platform software. I use my experience to review requests from automotive repair shops and approve or decline repairs based on the client’s Policies.

A Day in the Life

• Apply my car and light duty technical expertise (e.g.; repairs, preventative maintenance, labor & parts costs), while providing a superior customer experience, in responding to incoming calls and emails from drivers and suppliers while resolving inquires such as, involving repairs, rental request, accidents and roadside events.
• Triage and respond to inquiries coming from our Maintenance Platform, email, or other internal tools
• Assist drivers in locating appropriate repair facilities
• Use technical knowledge to effectively negotiate repairs on our client’s behalf
• Assess caller’s needs, clarify information, research any issue, and provide solutions and / or alternatives
• Handle calls in an efficient manner, minimizing driver/client time to resolve issues
• Strive for first call resolution
• Exhibit applicable empathy during each call ensuring a superior customer experience
• Meet personal/team qualitative and quantitative targets

• Explain diagnoses and repairs to service advisor
• Continuously learning new technical information
• Inspect and test new vehicles and recording finding so that necessary repairs can be made
• Perform work specified on maintenance and repair orders with efficiency
• Perform routine maintenance for all makes and models including fluid flushes
• All suspension repairs and or alignments
• Brake pads/ shoe replacement and rotor machining
• Mount and balancing of all types of tires
• Effectively diagnose and perform maintenance and repairs
• Assist other technician with diagnoses and guild them with repairs if needed

• Collect payments, pump diesel and gas
• Tire sales
• Install motor oil/antifreeze, replace lights, belts and windshield wipers, change tires, mount and balance new tires
• Assist in training of new employees
• Road service assistance jump start, bring fuel and change tires

• Explain diagnoses and repairs to service advisor
• Continuously learning new technical information
• Inspect and test new vehicles and recording finding so that necessary repairs can be made
• Perform work specified on maintenance and repair orders with efficiency
• Perform routine maintenance for all makes and models including fluid flushes
• All suspension repairs and or alignments
• Brake pads/ shoe replacement and rotor machining
• Mount and balancing of all types of tires
• Effectively diagnose and perform maintenance and repairs

• Responsible for operating heavy equipment
• Maintenance on the equipment
• Training on proper safety protocols
• Operation of vehicle
• Vehicle 360