Love's - Oklahoma City, OK

posted about 2 months ago

Full-time - Entry Level
Oklahoma City, OK
10,001+ employees
Gasoline Stations and Fuel Dealers

About the position

TVC Pro-Driver, a member of the Love's Family of Companies, is seeking dedicated individuals to join our team. As a commercial driver's license (CDL) protection subscription service with over thirty-five years of experience, we assist individual drivers and fleets in reducing or dismissing fines, preventing downtime for court, and protecting compliance, safety, and accountability (CSA) scores. This position is crucial in providing exceptional customer service to our members, attorneys, and associates through quality inbound and outbound phone calls. The role requires maintaining a maximum call handle time of 6 ½ minutes while handling a minimum of 7 inbound calls per hour, with outbound calls as necessary. You will be responsible for accurately documenting member interactions and ensuring that members complete any necessary paperwork by providing clear instructions. Additionally, for bilingual positions, you will support the translation of communications between members and various stakeholders. In this role, you will also be expected to complete assigned training materials to company standards and maintain effective communication with your Manager, Supervisor, and staff through virtual channels. Good attendance is essential, and you will need to submit planned leave requests in advance. The position is remote, allowing for flexibility in your work environment while requiring a commitment to customer service excellence and adherence to company policies and procedures. At Love's, we pride ourselves on our commitment to innovation and perseverance, which has fueled our growth since 1964. With over 40,000 team members across North America and Europe, we continue to provide value to our customers and give back to the communities we serve. Join us in our mission to support professional drivers and fleets while being part of an inclusive and diverse workplace.

Responsibilities

  • Provide excellent customer service for members, attorneys, and associates through quality inbound and outbound phone calls
  • Achieve and maintain a maximum 6 ½ minute average call handle time
  • Handle a minimum of 7 inbound calls an hour, outbound calls as necessary
  • Utilize a maximum of 30 minutes in Follow-Up status
  • Obtain specific information about membership and input into TVC personal portal
  • Precisely note member files that accurately reflects the interaction
  • Clearly explain and provide instruction to ensure the member completes any necessary paperwork
  • Support translation of inbound and outbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required
  • Perform all other duties as assigned and required
  • Complete assigned training material to company standards
  • Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor and staff through virtual channels
  • Report directly to Supervisor prior to scheduled shift for unplanned leave or emergencies
  • Maintain good attendance by being present and available during assigned shifts
  • Submit planned leave requests 6 or more business days prior to the time being requested
  • Stay aware of TVC Pro-Driver policies, plans, services, and procedures.

Requirements

  • High School Diploma (or GED) required (or relevant work experience)
  • 2+ years customer service experience
  • Must be fluent in English/Russian
  • Working knowledge of MSOffice, data entry applications and conducting internet searches
  • Keying speed of a minimum of 35 WPM
  • Exceptional communication and interpersonal skills with an emphasis on customer service
  • Ability to work independently and with a team in a fast-paced environment
  • Fluent in virtual communications (Emails, Instant Messaging and Calls)
  • Familiarity with legal terms is a plus

Nice-to-haves

  • Familiarity with legal terms is a plus

Benefits

  • Company funded tuition assistance program
  • Paid Time Off
  • Flexible Scheduling
  • 401(k) - 100% Match up to 5%
  • Medical/Dental/Vision Insurance after 30 days
  • Competitive Pay
  • Career Development
  • Hiring Immediately
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