Customer Service Agent

Customer Service Agent

Location: USA - Atlanta, Jefferson St. NW

Division: Solutions

Job Posting Title: Customer Service Agent

Time Type: Full Time

Position Description Summary: Responsible for providing high-quality customer support, resolving inquiries and issues, and ensuring a positive experience for all customers.

Principal Accountabilities:

• Provide professional, timely, and accurate responses to customer questions about services.
• Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
• Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
• Research, document, and resolve customer service issues.
• Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
• Monitor personal productivity and meet established performance metrics.
• Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
• Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
• Follow established work procedures and contribute ideas for improving efficiency and customer experience.
• Promote and maintain a safe working environment by adhering to company safety practices and procedures.
• Participate in required training to remain informed about processes, systems, and service expectations.
• Maintain proficiency to meet productivity and organizational goals.

Working Environment:

• Assignment Complexity - Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors.
• Accountability Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A portion of time may be spent performing individual tasks.
• Impact of Decisions Erroneous decisions or failure to achieve results will cause delays in schedules.
• Working Relationships Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc.
• Scope Receive assignments in form of objectives with goals and process to meet goals outlined. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub-unit policies.

Essential Functions: Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Knowledge and Skills:

• This is a supervisory position. Exceptional interpersonal and analytical skills required.
• Bachelor's degree or equivalent strongly preferred.
• Generally prefer 0-2 years of related supervisory experience.

Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law.

If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources.