JOB SUMMARY:

The Customer Service Representative II will be primarily responsible for assisting clients in making transportation reservations and resolving customer service issues, managing a Customer or Account through all aspects of a project. This includes all tasks related to the online desk. This position will also be responsible for the training of CSR I level employees.

JOB RESPONSIBILITIES:

1. Responsible to communicate effectively with clients while entering accurate trip information and maintaining a friendly demeanor.
2. Consistently checking / scanning the system, ensuring error free reservations as well as complete knowledge of all reservations processes and correct pricing
3. Communicate with dispatchers regarding any details that are pertinent to the successful completion of transfers, i.e. notes in reservations should be read on a consistent basis to ensure awareness of client requests/needs and dispatcher will ensure drivers are made aware and follow through.
4. Actively follow trips, contact the client with updates, schedule and work on the logistics of large moves, review CSR I work for errors, and work with dispatchers to ensure client requests are met.
5. Process all emails received during their shift at the online desk as well as specific internet queue reservations such as DEEM & GroundSpan.
6. Regularly monitor VIP list to ensure identified clients have accurate reservations and procedures have been followed.
7. Monitor Nationwide dispatch grid to ensure reservations have been confirmed.
8. Help Executive department when needed with group moves involving Sedans and SUV’s.
9. Maintain confidentiality of employee, corporate, and customer records and information.
10. Responsible for training of CSR I employees, including update(s) to training materials.       
11. Must be able to work weekends and holidays in a 24/7 environment.
12. Available for occasional after-hours work and on-call program for weekends and holidays when needed.
13. Must have exceptional interpersonal and communication skills.

EDUCATION:

          Associate Degree or higher; will consider 7-10 years of experience in lieu of degree.

QUALIFICATION/EXPERIENCE:

• Minimum 3-5 years of experience in a high volume multi-tasking customer service environment, that required very detail oriented processes.
• Must possess moderate to extensive math, computer, people, and leadership skills. 
• Must possess a strong working knowledge of Microsoft Office, especially Outlook and Excel.

THE SUCCESSFUL CANDIDATE MUST BE ABLE TO SUCCESSFULLY PASS A BACKGROUND CHECK AND DRUG SCREEN.

METRO CARS IS AN EQUAL OPPORTUNITY EMPLOYER.