Call Center Support II

J.B. Hunt • Lowell, AR

6d • Onsite

About The Position

Under routine supervision, this position will primarily support internal and external clients and customers by phone, email, and/or chat with routine troubleshooting, problem solving, and conflict resolution. This position will provide front-line technical support and will have the ability to route/escalate issues appropriately.

Requirements

• High School Diploma or GED equivalent with 1-2 years customer service-related experience and/or military equivalent
• Ability to work both individually and as a team
• Ability to use a logical approach to derive a specific conclusion from general ideas
• Proficient Computer Skills including Microsoft applications Office Suit (PowerPoint, Excel, Outlook, etc.)
• Ability to meet or exceed customer needs and expectations to provide excellent service
• Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
• Ability to maintain professionalism while dealing with difficult individuals
• Ability to use time and resources efficiently and effectively
• Knowledge of approaches and techniques for recognizing, anticipating, and resolving problems

Nice To Haves

• College coursework experience and/or 2 years of experience within customer service or help desk atmosphere
• Experience in the transportation industry
• Experience working in a fast-paced environment
• Knowledge of J.B. Hunt

Responsibilities

• Answer inbound customer service calls and inquiries via the telephone, email, or chat; provide first-level response, troubleshoot issues, resolve basic technical problems, and redirect phone calls when appropriate
• Administer programs, projects, and/or processes specific to the operating unit served
• Performing product/service-related activities like processing user information, activating accounts, receiving payments, etc.
• Engage in ongoing training and professional development activities focused on enhancing skills and abilities to grow within the industry
• Research and report on client complaints, help resolve client complaints, and ensure that problems can be resolved in a timely manner; monitor and follow-up with internal teams and/or third-party platforms for feedback on outstanding complaints
• Mentor and train junior team members
• Receive and respond to routine correspondence following established procedures not requiring management review
• Understand and implement administrative, application, or software systems, procedures, policies, and practices
• Communicate with people primarily inside and/or outside of the organization (answering questions, addressing concerns, resolving basic technical problems, etc.)
• Collaborate with team and internal business partners to resolve basic challenges and develop useful knowledge becoming fluent in the language of logistics and transportation

Benefits

• medical benefit
• dental benefit
• vision benefit
• 401(k) retirement plan
• life insurance
• short-term and long-term disability coverage
• paid time off commensurate with tenure (includes vacation and sick time)
• six weeks of paid maternity leave
• two weeks of paid parental leave
• six paid holidays annually

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED