Customer Service Representative - Railcar Repair

PSC Group is building out a customer service team for our Railcar Repair Division and we are actively seeking Customer Service Representatives (CSR). The PSC CSRs will be responsible for front-line communication with customers and understanding their needs, while acting as strong customer advocates through providing impeccable service. This role will serve as a key contact for our customers and will need to proactively and independently interface with internal team members to achieve results that exceed customer expectations. If you are looking for a stable, long-term career in a booming industry, then consider joining the PSC family. Job Duties & Responsibilities: Ensuring the highest level of customer satisfaction by providing support, guidance, proper follow-up, and resolution of customer requests, concerns, and general inquiries. Coordinate all activity for assigned customer accounts, proactively address issues, and implement solutions. Utilize and navigate customer and PSC systems to facilitate scheduling, service, billing, and other transactions. Ensure proper communication and handling of material safety data sheets (SDS) to appropriate team members. Interact with customers via phone and email regularly to provide top-level support and proactively provide advance information on products and/or services. Communicate effectively and efficiently to meet the needs of customers and colleagues. Work with customers to define and establish service priorities and collaborate with internal subject matter experts to coordinate customer requirements. Follow SOPs and best practices to streamline, automate, and improve front-to-end logistics: from taking initial customer calls to gathering the necessary information to perform the repair work in the field, while gathering and completing customer and regulated forms required to submit accurate and timely invoices. Closely coordinate all activity for assigned customer account(s), proactively address issues, and implement solutions to ensure meet goals and projection completion deadlines or targets. Provide consistent communication, acknowledgement, and confirmation of service delays or challenges. Fields and escalates customer problems and concerns when needed. Work with customer to document billing requirements and AR resolution. Take part in monitoring the call center 800 number, website, and email inquiries. Build a strong working knowledge of workflows, expectations, and rules of PSC software/system requirements, as well as Word, Excel, and various other software tools. Track and monitor provided system requirements, KPIs, and metrics. Self-starter comfortable working independently with strong time management and organizational skills. Performs other duties as assigned. Job Qualifications: 3- 5 years of experience in customer service and the railcar industry is a plus. May require a valid Driver's License and / or a valid TWIC card, depending on work location 18 years or older and legally able to work in the U.S. Pass a drug screen, physical, and background check PSC is a veteran-friendly company. Previous military experience and proven ability to follow procedures is a plus. Why join the PSC team? Since 1952, PSC Group has had a strong reputation for quality service, safety, environmental protection, and taking care of our employees. We are a leader in product handling and site logistics for refineries, chemical producers, and marine transportation providers. The work we do makes a huge impact in our nation's economy. Check out our videos at PSC Group - Career Videos to learn more. Check out our online newsletter "The Connection" which contains articles about our work groups, recognition events, and achievements of our employees and their family members at PSC Group - Newsletter. Our Core Values serve as the foundation for all we do-how we conduct our business, serve our customers, and treat members of our PSC family. Learn more at PSC Group - Core Values. Employee Benefits Medical insurance options with the company paying a large portion of the premiums, including affordable dental and vision plans for employees and their families Company-paid life, short-term, and long-term disability insurance Matching 401(k) plan to help employees save money for retirement Vacation, sick leave, and holiday benefits (varies by work group) Incentives, discounts, and bonuses Industry-leading training and development programs Enjoy financial flexibility with On-Demand Pay through Dayforce, giving you access to earned wages before payday. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The above job description does not reflect all essential job functions or physical requirements. This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time. PSC Group, formerly known as Petroleum Service Corporation, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. #J-18808-Ljbffr Petroleum Service Corporation