Representative I (Remote; 11:30 AM - 8:00 PM Shift), Customer Care

Our client operates within the transportation industry, focusing on providing customer service solutions that address common challenges customers face when scheduling and managing shipments. By offering responsive communication and problem resolution, the company supports efficient logistics and service delivery.

About the role

This position is responsible for delivering high-quality customer service through telephone and email interactions. The role plays a key part in resolving customer inquiries, managing shipment pickups, and ensuring customer satisfaction by addressing concerns and providing product information. It supports operational efficiency and contributes to maintaining positive customer relationships.

Responsibilities

• Schedule, verify, and investigate pickups
• Resolve customer problems and direct concerns for final resolution
• Respond to customer inquiries with researched clarifications
• Maintain clear documentation in the Customer Relationship Management (CRM) system
• Meet Quality Assurance requirements and key performance metrics
• Participate in department meetings
• Maintain company-issued equipment and report connectivity issues
• Provide product and service information and identify upselling opportunities
• Suggest improvements to enhance customer service and productivity
• Provide incidental receptionist coverage as needed
• Maintain regular attendance

Requirements

• High school diploma or GED, or equivalent education and experience
• Flexibility to work various shifts and additional hours as needed
• Professional, confident, and friendly demeanor
• Ability to handle diverse customer communication styles calmly
• Effective written and verbal communication skills
• Preferred experience in call center or customer-facing roles; transportation industry knowledge is a plus
• Attentive listening skills with demonstrated empathy
• Ability to navigate multiple computer screens and websites
• Working knowledge of Microsoft Office; familiarity with CRM and AS/400 is helpful
• Ability to lift approximately 20 pounds
• Compliance with company policies and Code of Conduct
• Ability to work independently and as part of a team
• Capable of managing multiple priorities under time constraints
• Ability to read and interpret operational and safety documents
• Pass pre-employment drug screening, random drug/alcohol testing, and criminal background check
• Authorization to work in the United States