Customer Service Representative - Quality

Responsibilities

• Responds professionally and timely to inquiries, issues, and concerns of Holman’s customers.
• Adds addresses carrier concerns; completes action items; resolves issues within policy and state guidelines.
• Investigates any errors in the inbound (IB) and outbound (OB) process that lead to inaccuracies; finds the root cause and takes the initiative to correct.
• Captures revenue for special requests and for daily activities based on the rates established for the customer.
• Generates various reports as necessary for account status tracking purposes.
• Maintains electronic customer files in accordance with record retention requirements.
• Reliable attendance at scheduled shifts.
• Performs all duties in conformance with appropriate safety and security standards.
• Performs all other duties as assigned or needed.

Qualifications

• Attendance - Ability to work the required schedule and arrive at work on time. Ability and willingness to work the voluntary/mandatory overtime that is required during the busy season. Ability to work days, nights, weekends, and holidays.
• Communication - Ability to effectively communicate in writing and verbally courteously and professionally with others. Ability to understand and follow verbal and written instructions.
• Mathematics - Ability to perform basic math (addition, subtraction, multiplication, and division) in all units of measure using whole numbers, fractions, and decimals.
• Language - Ability to identify and compare letters and numbers. Ability to read and interpret documents such as receivers, invoices, operating instructions and procedure manuals. Ability to read and write simple sentences.
• Diversity-oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Relationship Building - Ability to establish and maintain effective working relationships with customers, co-workers, and management.
• Productivity - Ability to maintain a level of production that meets or exceeds the established guidelines. Ability to work independently without interruptions.
• Paperwork - Completion - Ability to complete necessary paperwork neatly and accurately and according to established guidelines.
• Paperwork - Verification - Ability to verify paperwork necessary to ensure the customer is receiving the correct product.
• Organized – Ability to follow a systematic method of performing a task.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Adaptability - Ability to adapt to change in the workplace.
• Autonomy - Ability to work independently with minimal supervision.
• Safety Awareness - Ability to identify and correct conditions that affect Team Member safety.