Customer Service Representative 11AM-7PM EST

Customer Service Representative

This position supports our West Coast client base. Work hours are 11am-7pm EST.

TRAC Intermodal is committed to providing the highest quality service and customer support and we pride ourselves on being customer centric. Working as part of the Customer Service team within the Customer Support group, the Customer Service Representative I (CSR I) role is our customers' primary point of contact for their customer support needs. The CSR I role includes high-volume daily interactions with customers via phone and email to facilitate bookings of equipment and resolve inquiries and issues related to chassis usage quickly, effectively and completely. Additionally, this role is responsible for collaborating and communicating with the necessary internal functional teams to bring all customer issues to resolution.

The goal of the Customer Service team is to make it easier for customers to do business with TRAC Intermodal which, in turn, drives customer loyalty to our brand. The candidate will be responsible for creating a positive experience for the customer and will be involved in supporting many aspects of a customer's daily operations. As part of this, the Customer Service team must have the capacity to understand our customers' needs and empathize with their pain points in order to provide them with the highest level of service.

To be successful in this role, the candidate must be able to thrive in a fast-paced and demanding environment, have a high sense of urgency and provide accurate, timely responses while balancing shifting priorities. This role handles high volumes of incoming customer emails and phone calls so effective multi-tasking skills are a must! Candidate must be focused, hard-working, self-motivated, and a fast learner with an aptitude for researching and resolving customer issues in a professional and friendly manner. ?Candidate must also be able to establish good working relationships with external and internal customers and drive positive outcomes.

Responsibilities:

• Resolve customer issues and inquiries via phone and email in a professional, timely and courteous manner. These include: chassis pool bookings, chassis pick-ups and returns, road service repairs, usage and billing, chassis pool operating rules and location details, TRAC Connect registration and product offerings.
• Liaise and collaborate with internal teams to drive issues to resolution, including Pool Managers, Maintenance and Repair, Account Managers, Commercial, Billing, Collections and Legal.
• Log and manage all cases, contacts and accounts in Salesforce.
• Facilitate chassis reservations in EZBook, TRAC Intermodal's online bare chassis reservation system, to expedite the chassis pick-up process for customers in our chassis pools.
• Educate customers on TRAC Intermodal's products, including TRAC Connect
• Assist customers with Bill Management registration, invoice navigation and billing disputes
• Provide on-boarding to motor carrier customers, including providing overviews of the following TRAC Intermodal offerings:
• Chassis pools, operating rules and pool locations
• TRAC Connect product and website
• EZBook, Bill Management and Information Marketplace applications and processes
• Maintain proficiency in TRAC systems, including: event and billing management systems, online bare chassis reservation system, reporting and training hubs, customer registration portals, Bill Management portal, internal and corporate websites, Salesforce, Cisco phone system, third party terminal operating systems
• Manage EZBook bookings in terminal operators' systems, as needed
• Initiate and coordinate outreach to customers regarding long dwelling chassis
• Maintain knowledge of TRAC Intermodal's technology products and actively participate in UAT testing for system applications
• Assess and escalate issues to Customer Service Representative II, as appropriate, to ensure timely and accurate resolution

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties

Qualifications:

• 3-5 years of experience working in a customer-facing role. Intermodal/transportation industry experience beneficial, but not required. Direct customer service and/or call center experience is preferred.
• High School diploma or GED, some college preferred.
• Must be computer systems-oriented and highly proficient in Microsoft Word, Outlook, OneNote; must have advanced Excel skills (pivot tables, vlookups, sumifs, etc.)
• Excellent communication and interpersonal skills required.
• Professional written and verbal communication is a necessity.
• Excellent spelling and grammatical skills.
• Flexibility to quickly adapt to change.
• Must be able to effectively multi-task act and think quickly to assist customers across multiple cases at once.
• Must excel in a fast paced, team oriented and dynamic work environment and successfully prioritize tasks across multiple projects.
• Must be detail-oriented, accurate, and inquisitive.
• Must be able to reprioritize tasks based on changes that occur in a typical work day.
• Solid work ethic, tenacious and self-motivated to go the extra mile.
• Must be able work independently as well as contribute to the overall success of the team.
• Must have working knowledge of the geographic locations within the United States.

Special Position Requirements:

• This position requires long periods sitting behind a desk and extensive use of a telephone, and computer and in-house system applications.
• Role is responsible for an 8-hour shift with covering the Pacific Time zone. Work hours are 11AM-7PM EST.
• This position requires reliable internet access from home to properly support hybrid / work from home days.

Hourly pay rate budget: $28.00 plus 5% incentive bonus Compensation is determined by a variety of factors including candidate qualifications as well as the geographic location of the role and/or candidate. Benefits offered: Medical, dental, vision, Rx. FSA, HSA, PTO, Sick time, Life Insurance, company holidays.