Representative I, Customer Care
Company: Estes Express
Location: Richmond
Posted on: April 24, 2024
|
|
Job Description:
Job Summary:
The primary responsibility of the entry level Customer Care
Representative is to provide best in class customer service. This
position interacts with customers by telephone or email, to answer
questions and resolve issues. This position may be full-time or
part-time and have the ability to work from home based on the needs
of the business. If you are interested in career advancement at
Estes, this is the position for you!
Schedule, verify, and investigate pickups, resolve problems, direct
customer concerns to appropriate party for further assistance and
final resolution.
Identify and overcome customer objections and complaints by
responding to inquiries with clarifying information through
research. Keep management informed, escalating issues as
needed.
Build rapport with customers by greeting them in a courteous,
friendly, and professional manner
Document all contact call or e-mail details in Customer
Relationship Management (CRM) system according to standard
operating procedures.
Maintain Quality Assurance requirements and other key performance
metrics
Participate in all department meetings
Responsible for the maintenance of all Company issued equipment in
good working order. Accountable for immediately reporting internet,
power or other connectivity issues to management
Provide customers with product and service information, recognizing
opportunities to upsell
Contribute ideas on ways to resolve problems to better serve the
customer and/or improve productivity
May provide incidental coverage for receptionist when needed
Regular attendance is required.
This is not an all-inclusive list of job requirements and/or duties
and may not contain all mental and physical capabilities necessary
to perform the job at all times due to circumstances. Operational,
safety and other needs may require the employee to perform any and
all other duties as assigned. Employees are expected, and must be
able to perform all such duties and tasks.
Qualifications:
High School or General Educational Degree (GED), or any combination
of education and experience, which would provide an equivalent
background
Flexibility to work various shifts/schedules and willingness to
work additional hours with little notice required
Confident, friendly, professional, with a strong work ethic
required
Ability to professionally and calmly deal with a wide variety of
customer communication styles required
Ability to effectively and accurately communicate in writing and on
the telephone required
Call Center or Customer facing experience strongly preferred;
knowledge of Transportation industry a plus
Ability to listen attentively to customer needs and concerns;
demonstrating empathy
Ability to easily maneuver between multiple websites and computer
screens
Working knowledge of Microsoft Office; experience with CRM, AS/400
helpful
Must be able to lift approximately 20 lbs., or more if required by
the essential functions of the job
Must be able to comply with all company policies, rules, procedures
and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high
volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply
with written information and documents such as safety rules,
operations / procedure manuals and maintenance instructions with a
high comprehension and concentration level to include the ability
to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol
tests, and will be subject to a criminal history background
check
Must be authorized to work in the United States
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. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions. While performing the duties of this job, the
employee is regularly required to talk or hear. Specific vision
abilities required by this job include close vision, distance
vision, peripheral vision, depth perception and ability to adjust
focus. The employee is frequently required to sit and use hands to
finger, handle, or feel or operate computers and other standard
office equipment. The employee is occasionally required to stand,
walk, lift, twist, turn and reach with hands and arms. The employee
must be capable of lifting a minimum of 20 lbs., or more if
required by the essential functions of the job.
Work Environment:
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions. The noise level in the work environment ranges
from quiet to loud as required by the essential functions of the
job.
Estes values a diverse workforce and affirmatively promotes a
company culture that embraces the concept that outcomes are
improved when our workforce is made up of people with different
viewpoints. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability, status
as a protected veteran or any other characteristic protected by
law. Come find your new career at Work4Estes.com! Applications are
accepted online only through this website. If you need an
accommodation to apply, call the number on the website.
Keywords: Estes Express, Tuckahoe , Representative I, Customer Care, Other , Richmond, Virginia
Click
here to apply!
|