Contact Center Support Specialist - Sewell Fleet Management

Contact Center Support Specialist - Sewell Fleet Management

The Contact Center Support Specialist keeps repairs, approvals, data entry, and internal requests moving across repair and maintenance vendors. This role is production-oriented and proactive: it owns follow-up until each item is closed, and it communicates clearly in writing and over the phone.

Roles & Responsibilities:

• Follow up on open repairs with repair and maintenance vendors until each is closed or escalated

• Track and chase pending approvals, and confirm each is completed

• Enter and verify service and contact data accurately and on time

• Triage and resolve internal requests from Sewell Teams

• Document each interaction clearly in the case or ticket record

• Identify recurring delays or gaps and recommend process fixes

• Meet daily production and turnaround targets

Qualifications:

• Experience in customer service, contact center, or administrative support

• Automotive dealership, fleet, or service department experience is an asset

• Strong written communication: clear, concise emails and notes

• Proficiency with ticketing, or dealer management systems and Microsoft Office

• Strong data entry accuracy and attention to detail

Core Competencies:

• Proactive: Opens follow-ups before they are asked for and escalates blockers early

• Production-oriented: Works to daily volume and turnaround targets

• People skills: Builds working relationships with service advisors, managers, and clients

• Written communication: Writes clear, professional emails, notes, and status updates

• Organization: Manages a high-volume queue, sets priorities, and keeps records current

Working Relationships:

• Reports to: Operations Manager

• Works with: repair and maintenance vendors, service advisors, approvers, and contact center team members

• Location and schedule: Fort Worth, 40 hours per week within contact center operating hours

• Pay: $18–$23 per hour, depending on experience

Success Measures:

• Repair, approval, and request follow-ups closed in a timely manner

• Data entry is accurate and complete

• Consistently meets daily production expectations

• Stakeholder feedback from repair and maintenance vendors.

Schedule:

This role will be an hourly position with an expectation of 40 hours/week during core business hours M-F in our Fort Worth office.