Job Description

Job Title:  Service Center CSR

Department:  Operations

Reports To:  Operations Supervisor

Location:    New Braunfels, Tx

Work Schedule: Monday through Friday with some possible work on the weekends with a start time of either 7am or 8am working 8-10 hours depending on freight levels.  

SUMMARY:  The primary focus of the position is to provide a first-class customer service experience with timely follow-up and prompt resolution to customer inquiries and concerns. Seeking a Customer Support All-Star that can thrive in a challenging environment where the goal is to always “go the extra mile” to ensure customer satisfaction.

ESSENTIALDUTIES AND RESPONSIBILITIES-

· Manage customer inquiries by phone or email professionally

· Provide Rate Quotes for potential shipments

· Process Pick Up requests, forms, and applications and dispatches

· Interact with other departments to resolve customer related matters

· Provide customers with product and service information

· Record details of inquiries, comments, complaints, and actions taken

· Identify and escalate priority issues

· Open and maintain customer accounts by recording account information

· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Maintain financial accounts by processing customer adjustments

· Recommend potential products or services to management by collecting customer information and analyzing customer needs

· Prepare product or service reports by collecting and analyzing customer information

· Contribute to team effort by accomplishing related results as needed

· Manage incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Handle complaints, provide appropriate solutions and alternatives within the time limits

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Go the extra mile tonnage customers

· Resolve customer complaints via phone and/or email

· Use service center telephones to reach out to customers and verify account information

· Greet customers warmly and ascertain problem or reason for calling

· Advise on company information

· Place or cancel orders

· Answer questions about Daylight services with accuracy and courtesy

· Act as the company gatekeeper

· Inform customer of deals and promotions

· Utilize computer technology to handle high call volumes

· Work with customer service manager to ensure proper customer service is being delivered

· Close out or open call records

· Read from scripts

· Handle changes in policies or renewals

SUPERVISORY RESPONSIBILITIES -None

QUALIFICATIONS- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE – High school diploma, general education degree or equivalent

LANGUAGE SKILLS- Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY- Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Must possess analytical skills and ability to think quickly.

OTHERSKILLS/QUALIFICATIONS- Computer literate, PC and mainframe; working knowledge of MSWord and Excel. Must be able to type. Ten-key required. Effective time management skills. Achievement oriented/goal directed.

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. This is largely a sedentary role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operated in an office setting sharing a large room with co-workers. Fast paced environment with a high volume of inbound calls and emails Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Daylight Transport is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).

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