Customer Service Representative 2

Job Title: Customer Service Representative 2
Location: Peoria, IL 61629 (Onsite)
Duration: 12 Months
Daily Schedule: First Shift (United States of America) (07:00 AM - 07:00 PM)

It is a rotating 17 week schedule. Every 17 weeks the schedule order resets. Some weeks are 4, 12 hour days. The other half of the 17 week schedule is a 3, 12 hour day work week. So either 4 days or 3 days (48 hour week or 36 hour week). Over the year it averages where employees work on average 38-39 hours a week. It is not like a typical 9 to 5 Monday through Friday. Max days worked is 4 days and minimum 3 days (unless someone wants to pick up overtime or cover a shift). Days off are majority 3 days off but some are 4 days off between your work weeks. Since the schedule is always moving, some weeks will have no weekends but half of the weeks will require weekend work. Holidays are included to work if the schedule happens to fall on that day in that week. Their team is 24 hours a day 7 days a week team (but their employees do not work 24/7 - they have a day and night shift) They have 4 days on 4 days off, or 4 days on 3 days off, or 3 days on 4days off, or 3 days on and 3 days off etc. Every 4 months or so there is even a long 8 days off in between scheduled days (or about 3 times in a year). It is always changing. MAKE SURE EVERYONE KNOWS THERE IS SOME WEEKEND AND HOLIDAY WORK.

Job Description:
Position's Contributions to Work Group:
- Work along with 7 other customer service reps as a safety advisor, monitoring video data dealing with Mining Driver Safety.

Driver Safety System (DSS) - a department within **** MineStar Solutions group - has an opening for a DSS Monitoring Center Safety Advisor, working in the Peoria area. The Driver Safety System (DSS) is a technology designed to detect operator fatigue and distraction events, and the system alerts the operator the moment the fatigue or distraction is detected and nudges them back to alertness. The DSS Monitoring Center classifies events from over 250 sites around the globe, and our team intervenes when necessary to ensure operator and mine site safety.
As a Monitoring Center Safety Advisor, you will provide safety services on a global scale!

Job Responsibilities:
• Analyze critical safety event data and video from an in-vehicle system
• Determine safety event classifications and sub-classifications
• Implement applicable Fatigue Intervention Plan (FIP)
• Contact customers sites as required by FIP
• Coordinate with peer(s) to ensure consistent operation and application of event classifications
• Perform quality audits of event classifications per supervisor direction
• Facilitate the completion of tier 1 service tickets as required by supervisor

Why this Role?
Working with a team that provides customers with the utmost trust that their drivers and fleet are being monitored for safety by the best in the business. 10 years of delivering first class safety prevention to ensure Mine drivers can safely return home.

Typical Day or Week in the Role
Typical task breakdown:
- Reviewing video data and subclassifying based on driver criteria, looking for signs of fatigue. Calling mine dispatch to relay any safety concerns specifically driver fatigue for intervention.

Interaction with team:
- Work side by side with 7 other advisors/customer support reps in a 24/7 safety monitoring room. Communication via Microsoft Teams and interpersonal.

Team Structure
- Team of 8 working side by side.

Work environment:
- Personal office area with personal desks.

Candidate Requirements
Education & Experience Required:
• Years of experience: 1-2 years
• Degree requirement: Prefers Associate/ Can consider HS Grad or GED
• Do you accept internships as job experience: Yes
• Are there past or additional job titles or roles that would provide comparable background to this role: Customer Service reps

Top 3 Skills
• Multitasking
• Effective Communication.
• Attention to detail.

Additional Technical Skills
(Required)
• Computer skills. Browsing and interface control. Tying skills.
• Microsoft Office 365 products.
• Previous experience with computer applications, such as Microsoft Office 365 products, Microsoft Teams and basic language platforms.

(Desired)
• Multilingual.

Soft Skills
(Required)
• Teamwork and good attitude.
• Verbal communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one's time.
• Ability to accurately document and record customer/client information.
• Ability to work as a team, communicate effectively, be heard, be clear.
• Ability to multitask in regard to speaking and typing.
• Bilingual or Multilingual skills are a plus but not required.