Customer Support Representative

Job Title Customer Support Representative

Department Customer Support

Reports To Customer Support Manager

Location Scottsdale, AZ

Primary Objectives of Position

The Customer Support Representative (CSR) is the primary point of contact for customer service inquiries as the account manager. The CSR's job is to assist the customer in a professional, cordial, and effective manner, to assess the situation quickly and work to resolve it fully. The CSR will capture all the relevant data points in the designated CRM system facilitating efficient handling, monitoring, and management of customer issues. The CSR will serve as a customer advocate with a focus on delivering positive results for customers. CSR Ownership commences from when the initial inquiry is received and continues until completely resolved to the customer's satisfaction.

Major Duties & Responsibilities

• As CSR, respond to an average of 10-12 incoming calls daily with the majority of customer contact via email. Inquiries including but not limited to:
  • Account registration
  • Billing disputes
  • Status inquiries
  • Movement discrepancies
  • Chassis return locations
  • Over the Road Service
  • Problem Resolution with the Depots, Off Dock CY's, and Service Centers to Assist Customer/Motor Carrier
• Booking Management
  • Create Bookings
  • Approve Bookings
  • Update & Modify Bookings
  • Cancel Bookings
• Generate Sales Leads to Commercial via Salesforce Chatter
• Send Daily Shift Turn Over Report (day/night)
• Other duties as assignedd

Job Specifications & Requirements

• KPI
  • Answer emails within 1.5 hours
  • Close emails within 5 hours
  • Achieve Call and Email Quality Audit of 90%
  • Customer Satisfaction Surveys of 4.25 or above
• Key Skill Set and Competencies
  • Strong Communication skills - verbal and written
  • Strong capability to build positive customer relationships
  • Listening skills
  • Proactive Problem solving and analysis
  • Data collection and computer input
  • Ability to excel in a fast paced and dynamic work environment
  • Must be detail-oriented, accurate, and inquisitive
  • Must be able to multi-task and work independently as well as contribute to the overall success of the team
  • Must have knowledge of the geographic locations within the United States
• Education and Experience
  • High school diploma and college degree preferred
  • 3+ years' experience working in a customer facing role with demonstrated understanding of customer focus and customer satisfaction
  • Knowledge of customer service principles and practices as a disciplined preferred
  • Transportation/Equipment knowledge preferred
• Computer Skills
  • Proficient with Microsoft Word, Excel, and Outlook
  • Experience in CRM like tools
  • Proficient with web-based applications
  • Basic knowledge of operating systems
• Travel Requirements
  • Minimal and as required

Salary Range • $55,000 - $60,000