Customer Service Representative 11AM-7PM EST

Responsibilities

• Resolve customer issues and inquiries via phone and email in a professional, timely and courteous manner.
• Collaborate and communicate 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.
• On-board motor carrier customers, providing overviews of TRAC Intermodal’s offerings such as Chassis pools, operating rules and pool locations, TRAC Connect, 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.
• 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.

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 to successfully engage with all levels/departments within the organization to create effective partnerships with other teams.
• Must be able to 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.