Impound Specialist

Position: Impound Specialist                                                                        

Report to: Impound Supervisor                                             Date: June 2023       

Department:  Call Center                         Classification:  Non-Exempt                                                

Position Summary:

Impound Specialists are responsible for reviewing incoming dispatches, contacting the holding facility for impound details so that he/she can dispatch service providers to pick up and deliver vehicles after it has been released. The primary objective of this position is the timely review of all impound dispatches and proper queuing for vehicle release.

Duties and Responsibilities:

• Communicate with impound facilities to obtain fees and documents required for vehicle release
• Dispatches service providers to impound facilities in a timely manner using a variety of communication channels
• Answering inbound phone calls, providing exceptional customer service to clients and customers.
• Communicate with service providers and impound facilities via outbound calls when necessary to provide and/or resolve logistical issues or provide status updates.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Escalates service issues, concerns, complaints and incorrectly created calls.
• Effectively manage time pertaining to call metrics, breaks and lunches.
• Meet daily and monthly performance objectives as outlined in our Standard Operating Procedure.
• Ensure you are at your desk, ready and in available status at the start of your shift.
• Ensure calls are properly documented.
• Clearly communicate service delays or delays in completing your work to your supervisor.
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Education and Work Experience:

• High School Diploma
• Some College Preferred
• Microsoft Office
• Web based applications

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must maintain highest level of Confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct
• Must be very proficient with inbound and outbound calls
• Must have excellent analytic skills
• Provide support to the Regional Field Managers and their regions
• Present a professional and welcoming environment for internal and external customers
• Understand and operate in accordance with Company Policy and Procedures at all times

Hours Required: 40 hours per week. Mon-Fri Some weekends some travel

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.  

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.