Administrative Assistant

Werner Enterprises

22d•$20 - $27•Onsite

About The Position

We are searching for a dedicated, supportive Administrative Assistant who can coach and motivate Dispatch - Call Center representatives as they field calls from clients. The Dispatch - Logistics Manager will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to phone agent. To succeed as a Administrative Assistant, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive.

Requirements

2-5 years Call center, customer service, logistics
Proficiency with technology, especially computers, Dispatch – Logistics software applications, and phone systems.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Nice To Haves

Combination of education and 1-2 years relevant logistics/dispatch experience collectively considered.
Ability to establish and maintain effective relationships with employees, contractors, supervisors and the general public requiring courtesy, discretion and independent judgment.
Excellent organizational, leadership, communication, reporting skills
High energy and motivating skills
Routing and dispatch skills.
Computer proficiency: Google Applications and other operational or client systems
Ability to safeguard customers’ personal information.
Detail-oriented, analytical problem-solver and ability to multi-task in a demanding environment, high-pressure, high-volume environment.
Knowledge of relevant policies, practices and procedures and requirements / standards.
Communication: Crisp and effective written, verbal communication skills and follow through
Must be able to read and speak the professional English language and conversational Portuguese is a plus.
Must be able to work flexible schedules including weekends and holidays, and be available to address operational issues.

Responsibilities

Hiring, training, and preparing Dispatch - Call Center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all Dispatch - Call Center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine Dispatch - Call Center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.