After-Hours Representative at Zonar Systems | Torre
After-Hours Representative
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Zonar Systems

After-Hours Representative

Zonar Systems
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You'll ensure continuous fleet operations and customer satisfaction through vital after-hours support.
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Part-time

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Posted 4 months ago

Requirements and responsibilities

Job DescriptionThis position generally performs 30 hours of work each week, completing 6-hour shifts daily between 7pm and 7am, when DST is off it moves from 8pm to 8am.The After Hours Representative provides customer assistance and operational support during the night shift, ensuring continuous service coverage outside of regular business hours. This role focuses on managing deactivation cases, updating device information in Salesforce, and handling device, SIM, and account deactivations. Additionally, the After Hours Representative supports special projects and contributes to maintaining service quality and accuracy across customer operations.Key Responsibilities and DutiesAssist customers during non-business hours via calls, chats, and emails.Follow and manage deactivation cases, ensuring all device and account details are accurately recorded.Perform device, SIM card, and account deactivations following established procedures.Support special operational or administrative projects as assigned by management.Maintain detailed and accurate documentation of all case activities in the CRM.Collaborate with day shift teams to ensure smooth handover and continuity of service.Provide consistent, professional, and empathetic customer service aligned with company standards.Report any critical issues or trends identified during after-hours operations to the Customer Care Manager.Knowledge, Skills, and AbilitiesStrong knowledge of customer service principles and CRM systems (e.g., Salesforce or similar).Basic understanding of GPS tracking systems, telematics devices, and mobile connectivity (SIM/device management).Excellent written and verbal communication skills in English.High attention to detail and accuracy in data entry and documentation.Ability to work independently with minimal supervision during off-hours.Strong problem-solving and analytical thinking skills.Time management and prioritization skills to handle multiple tasks efficiently.Adaptability and initiative to handle unusual or urgent after-hours situations.Working ConditionsFully remote position.Primarily night shift and weekend hours.Must have a reliable internet connection and a dedicated workspace.May occasionally require communication with day-shift or management staff for case handoffs or escalations.
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