Telematics Monitor / Customer Service (EAP)

Posted 6 days ago

ecology auto partsCerritos (CA)

Customer Service Representatives Security Systems Services (except Locksmiths)

SENIORITY

Junior

SALARY

$18 to $20

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About the role

Overnight Telematics Monitor / Customer Service Ecology Auto Parts Inc. is looking to fill the role of an Overnight Telematics Monitor / Customer Service representative as we continue to support our companywide operations. The Overnight Telematics Monitor / Customer Service representative is responsible for responding to automated telematics, surveillance, safety, and security alerts generated through HikCentral and other company monitoring systems and taking appropriate action in accordance with established company protocols. This position serves as an overnight response point for system-generated alarms and notifications. Responsibilities include reviewing alerts, evaluating available information, contacting emergency services when required, notifying maintenance or designated company personnel, escalating safety or security concerns, and accurately documenting incidents and actions taken. The Overnight Telematics Monitor / Customer Service representative also serves as an overnight customer service and communications resource for company drivers, vendors, clients, and other business partners. The position is responsible for receiving incoming calls, documenting concerns, providing available assistance, and routing or escalating matters to the appropriate department or designated personnel. Strong attention to detail, proficiency in technology and computer skills, professional customer service and communication skills, sound judgment, and the ability to remain calm and follow established procedures during urgent situations are essential for success in this position.

Responsibilities include:

Monitor and respond to automated alarms, alerts, and notifications generated through HikCentral and other company telematics, surveillance, safety, security, and monitoring systems
Review system-generated alerts and available information to determine the appropriate response in accordance with established company protocols
Respond to safety, security, facility, equipment, maintenance, and other operational alerts in a timely manner
Contact and dispatch emergency services when required in accordance with established emergency response protocols
Notify and coordinate with maintenance personnel, management, Safety, Transportation, Fleet, or other designated departments based on the nature of an alert or incident
Follow established escalation procedures for alarms, emergencies, maintenance issues, security concerns, and other overnight incidents
Maintain accurate and detailed records of all alerts, incidents, incoming calls, notifications, escalations, and actions taken
Handle incoming customer service and support calls from company drivers, vendors, clients, and other business partners
Assist callers by providing available information, documenting concerns, routing calls, and escalating matters to the appropriate department or designated on-call personnel
Provide professional and courteous customer service while serving as an overnight point of contact for company operations
Maintain clear communication with appropriate personnel during active incidents and provide accurate information during shift handoffs
Utilize HikCentral, telephone systems, email, company communication platforms, and other assigned technology to perform daily responsibilities
Follow established telematics, emergency response, customer service, maintenance, and incident-reporting protocols and procedures
Protect confidential company, employee, driver, vendor, and client information
Other duties as assigned

Requirements include:

High school diploma or equivalent
Strong proficiency in computer and technology skills, including the ability to learn and operate HikCentral and other telematics, surveillance, communication, and monitoring systems
Ability to respond promptly and appropriately to automated alarms and system-generated notifications
Ability to follow established emergency, safety, security, maintenance, and escalation procedures
Strong customer service skills and the ability to professionally communicate with drivers, vendors, clients, emergency services, and company personnel
Excellent verbal and written communication skills and ability to work well in a team environment
Strong attention to detail and ability to accurately document calls, incidents, alerts, and actions taken
Ability to prioritize multiple incoming calls, alerts, and operational issues in a fast-paced environment
Ability to remain calm, professional, and focused during emergency or time-sensitive situations
Ability to exercise sound judgment within established company policies and escalation protocols
Ability to work an overnight schedule, including weekends and holidays as required
Familiarity with Windows 11 operating system and multiple monitor setups
Spanish bilingual proficiency highly preferred due to regular customer service and support calls with Spanish-speaking drivers, vendors, clients, and other business partners
Physical Demands/Environmental Factors include:
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
Occasionally required to stand and walk
Must frequently lift and/or move up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus
Occasional travel may be required

Compensation offers a competitive hourly rate ranging from $18 to $20, dependent on experience and qualifications. In addition to the financial components, we provide valuable benefits, including medical, dental, and vision insurance, a 401k plan with employer matching, generous paid time off, and life insurance coverage. The final compensation will be contingent upon the candidate's relevant experience, qualifications, and skills, underscoring our commitment to offering a competitive remuneration to attract qualified talent.

Schedule: Overnight Shift 8:00 PM - 4:30 AM PSTEmployees are provided one 30-minute unpaid meal period and two paid 10-minute rest breaks during the scheduled shift, in accordance with company policy and applicable law. Ecology Auto Parts Inc. is committed to providing a workplace and culture of respect, diversity, equity, inclusion, and belonging. We are dedicated to ensuring equal employment opportunity without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Should you have a disability or specific needs requiring accommodation, please inform us.

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