Customer Experience Agent

Overview

The Customer Experience Agent assists in answering internal and external emails, phone calls, and live chats for customers. Key responsibilities include resolving issues with shipments, managing customer disputes, and providing outstanding communication.

Responsibilities

• Respond to phone calls, emails, and chats from AIT customers and partners regarding shipment status, scheduling, claims, and disputes.
• Maintain the database of scheduling appointments, deliveries, and pick-ups.
• Resolve customer issues by engaging with AIT partners, consumers, and vendors.
• Provide courteous and professional communication to all customers, both internally and externally.
• Identify and address customer needs, managing a high volume of incoming calls daily.
• Resolve customer disputes effectively and promptly.
• Collaborate with other departments to optimize logistical services and arrange shipment and transportation details with carriers and agents.
• Communicate consistently and professionally, handling difficult situations with respect and professionalism.
• Answer phone calls and respond to emails, Freshdesk tickets, and chats in a timely manner.

Qualifications

• A team player who works well with others, respecting teammates as a Core Value.
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy.
• A growth mindset, passionate about improving oneself and the company, open to change, and willing to try new approaches.
• A customer service focus, building relationships with clients as part of our culture.
• Excellent communication skills, both verbal and written, proactively communicating to clients.
• A problem solver capable of identifying and addressing issues of varying complexity.
• A high attention to detail and strong organizational skills to manage a large volume of customer shipments and contacts.
• The ability to work independently and within a team environment.
• Proficiency in calculating freight rates and amounts, such as percentages, areas, circumferences, and volumes.
• Proficiency in Microsoft Office products.

Benefits

• Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k), and Tuition Reimbursement.
• Up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 6 company holidays (plus Veterans Day for Veterans) annually.