Job Title: Service Center CSR

Department: Operations

Reports To: Operations Supervisor

Location: DAL Service Center

Work Schedule: Monday - Friday with a start time of 4pm each day working 4-6 hours each day.

SUMMARY: The primary focus of the position is to provide a first-class customer service experience with timely follow-up and prompt resolution to customer inquiries and concerns. Seeking a Customer Support All-Star that can thrive in a challenging environment where the goal is to always “go the extra mile” to ensure customer satisfaction.

ESSENTIALDUTIES AND RESPONSIBILITIES-

· Manage customer inquiries by phone or email professionally

· Provide Rate Quotes for potential shipments

· Process Pick Up requests, forms, and applications and dispatches

· Interact with other departments to resolve customer related matters

· Provide customers with product and service information

· Record details of inquiries, comments, complaints, and actions taken

· Identify and escalate priority issues

· Open and maintain customer accounts by recording account information

· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Maintain financial accounts by processing customer adjustments

· Recommend potential products or services to management by collecting customer information and analyzing customer needs

· Prepare product or service reports by collecting and analyzing customer information

· Contribute to team effort by accomplishing related results as needed

· Manage incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Handle complaints, provide appropriate solutions and alternatives within the time limits

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Go the extra mile tonnage customers

· Resolve customer complaints via phone and/or email

· Use service center telephones to reach out to customers and verify account information

· Greet customers warmly and ascertain problem or reason for calling

· Advise on company information

· Place or cancel orders

· Answer questions about Daylight services with accuracy and courtesy

· Act as the company gatekeeper

· Inform customer of deals and promotions

· Utilize computer technology to handle high call volumes

· Work with customer service manager to ensure proper customer service is being delivered

· Close out or open call records

· Read from scripts

· Handle changes in policies or renewals

SUPERVISORY RESPONSIBILITIES -None

QUALIFICATIONS- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE – High school diploma, general education degree or equivalent

LANGUAGE SKILLS- Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY- Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Must possess analytical skills and ability to think quickly.

OTHERSKILLS/QUALIFICATIONS- Computer literate, PC and mainframe; working knowledge of MSWord and Excel. Must be able to type. Ten-key required. Effective time management skills. Achievement oriented/goal directed.

PHYSICAL DEMANDS- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operated in an office setting sharing a large room with co-workers. Fast paced environment with a high volume of inbound calls and emails Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

** Daylight Transport is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).**