Customer Service Representative

Responsibilities

• Provide timely responses to customer inquiries via phone, e-mail, or online communication
• Proactively monitor customer traffic; providing instant communication on service failures, and or, weather delays
• Identify trends and promote corrective actions, recommending long term solutions; influence service by communicating service failures with our operations team
• Proactively engage customers on service product and service issues to develop improved customer satisfaction and opportunities to leverage FEC service product
• Contact customers responding to surveys and develop action plans for service improvements
• Attend customer, and departmental meetings, as requested; representing Customer Service
• Miscellaneous activities and responsibilities as assigned by Manager

Qualifications

• A high school diploma/GED is required
• More than 3 years of experience in Customer Service, Sales, and/or Transportation Operations is required
• Flexibility and ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis are required
• Proven ability to thoroughly conduct a root-cause analysis, excellent writing, oral, and presentation skills are required
• The ability to effectively communicate with all levels of the organization, proven ability to effectively work independently and within a team, excellent planning and organizational skills, and ability to work a non-standard work schedule in a 24x7 managed operation are required
• Analytical skills, customer and public facing skills, and Microsoft Office skills are preferred