Customer Service Representative Freightquote.com
THIS JOB HAS EXPIRED The Customer Service Representative (CSR) interacts with customers ensure delivery of excellent service through fast and accurate response to inquiries, communication, and coordinating with other departments to resolve inquires and resolve complaints. Handles a high volume of incoming calls, tracks shipments, uses the Guardian database to document information, and contacts a variety of stakeholders from carriers to internal/external customers. The Representatives communicate with customers through a variety of means: by telephone, e-mail, regular mail correspondence, or fax. The Representative is the first point of customer contact for general inquiries like pricing, products, scheduling etc, but also builds and maintains business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
Receiving and placing telephone calls with the expectation of maintaining solid customer and carrier relationships by handling their questions and concerns with speed and professionalism. Held accountable to meeting daily performance metric requirements which include talk time, average call handle time, login adherence and quality guidelines for all calls. Performs data entry and uses software programs. Also may require research skills to trouble shoot customer problems.
Responsible for accurate records of all customer and carrier interactions. Inputs information from a variety of sources into Company computer databases. May take customer shipment information and enter it into the system. Also generates shipment quotes for customers and sets up shipments as requested by customers.
Identifies issues which are beyond the scope of those handled by the Customer Service department, or which require specialty involvement, and generates service tickets and alerts for issue resolution. Follows up with all internal personnel and customers as appropriate to ensure timely and satisfactory resolution for all parties.
High school diploma required; some college coursework preferred
At least one (1) year experience in a high volume call center or customer service environment required
Excellent verbal and written communication skills with strong ability to communicate effectively via telephone and email
Strong time management and organizational skills, attention to detail, and ability to multi-task
Effective PC skills including working knowledge of MS Office Programs
Ability to work in a fast paced environment under pressure
Freight / transportation industry experience helpful
Ability to use phone and computer for 6 to 8 hours per day
||Kansas City, MO |
THIS JOB HAS EXPIRED