Job Description
The Case Manager is responsible for answering inbound or internally transferred calls, assessing the caller's needs, taking ownership of the issue, and coordinating an appropriate solution using internal or external resources.
Qualifications
Experience Minimum of 2 years’ experience in a call centre environment. Minimum of 1 year experience in Roadside Assistance.
Operational Responsibilities Ensure timely and professional response to all incoming calls as per client protocols and contractual agreements. Analyze assistance requests and determine necessary actions. Validate client records and log all relevant details accurately. Explain benefits and limits to clients and coordinate solutions. Manage case communications and escalate issues as needed.
Dispatch Responsibilities Acknowledge case receipt and appoint appropriate service providers within contractual timeframes. Verify rates, costs, and mileage, and ensure accurate system entries. Coordinate with service pr...