Call Center Representative

American Expediting•Pittsburgh, PA

8d•$21•Onsite

About The Position

The Customer Service Representative (CSR) provides specialized service to critical customers and design logistics solutions at their request. Most often this is to place a request for a new transportation service that will be delivered on demand within a few hours, other times it is to update the customer on the status of an existing task or to make changes to a task in progress. Additionally, the CSR may interact with dispatchers to engage transportation service providers and outside vendors as required to ensure customer needs are fulfilled.

Requirements

High School diploma or equivalent
General computer proficiency
Ability to speak clearly and respond to customers with accuracy
General ability to type and create professionally written replies quickly and with accuracy
Flexibility in working hours required. Weekend and overnight shifts are available.
Ability to be flexible regarding shift changes in an environment that is operating 24/7/365 is required.

Nice To Haves

Healthcare or related industry experience
Logistics or expediting knowledge
Relevant previous call center experience with at least 2 years successful work experience
Familiar with time zones, military time
Excellent verbal communication and problem-solving skills
Excellent written business communication skills
Customer focused and solutions oriented
Ability to work with a sense of urgency
Knowledge of principles and processes for providing customer service
Computer skills including Microsoft Office, Outlook, Teams
Good navigational skills
Analytical thinker and problem solver

Responsibilities

Present a positive and professional face to customers, drivers, and other employees of American Expediting
Answer and respond to all assigned inbound calls and email and chat requests from customers, drivers, and/or other American Expediting employees
Ensure timely and efficient service for customers according to on demand requests
Follow the approved process/SOP for responding to customer inquiries and handling issues; answer questions and ensure customers/drivers understand and are satisfied with the responses
Promote and sell American Expediting products and services as needed
Leverage American Expediting systems to develop price quotes, provide rates as well as review and update shipment information; add relevant notes to accounts/shipments as needed
Work with customers to ensure that shipment requirements are met and that they are always kept informed during the process to ensure visibility
Confer with customers or supervising personnel to address questions, problems, and requests for service
Handle customer complaints and follow appropriate escalation procedures when necessary
Resolve service problems by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to the problem, and expediting correction/adjustment and follow-up to ensure resolution
Act as a subject matter expert for peer side-by-side coaching and training as needed