Uptime Support Specialist

Responsibilities

• Promptly answer and accurately document customer requests regarding roadside assistance and other inquiries via phone.
• Coordinate with customers, dealers, and tow vendors during breakdown events to provide ETAs and ensure timely follow-ups.
• Manage end-to-end case documentation in case management tools to ensure a transparent and seamless customer experience.
• Resolve customer complaints effectively and escalate complex issues to team leads when necessary.
• Collaborate with team members to foster a positive work environment and contribute to the achievement of group goals.
• Utilize technical specifications and warranty information to assist customers and service providers.

Requirements

• High school diploma or GED equivalent required.
• Ability to work onsite at our office location in Greensboro, NC.
• Strong computer, data entry, and Microsoft operating system skills.
• Excellent verbal and written communication skills with a professional phone etiquette.
• Ability to prioritize and multi-task effectively in a fast-paced, high-volume call center environment.

Preferred Qualifications

• 1-2 years of experience in customer service or technical support.
• Bachelor’s degree.
• Automotive associate degree or experience in automotive/heavy-duty diesel repair.

Benefits

• Competitive medical, dental, and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Focus on professional and personal development through Volvo Group University.
• A safe and supportive working environment.

About the Company

Volvo Group is a leading global provider of sustainable transport solutions. Through our iconic brands, including Volvo Trucks and Mack Trucks, we are committed to shaping the future of efficient, safe, and sustainable transport and infrastructure. We thrive on teamwork and a culture of care, inclusiveness, and empowerment.