Customer Service Agent

DSV • Lithia Springs, GA

2d

About The Position

Responsible for providing high-quality customer support, resolving inquiries and issues, and ensuring a positive experience for all customers. This is a supervisory position. Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0-2 years of related supervisory experience.

Requirements

• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.
• Exceptional interpersonal and analytical skills required.
• Generally prefer 0-2 years of related supervisory experience.

Nice To Haves

• Bachelor’s degree or equivalent strongly preferred.

Responsibilities

• Provide professional, timely, and accurate responses to customer questions about services.
• Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
• Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
• Research, document, and resolve customer service issues.
• Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
• Monitor personal productivity and meet established performance metrics.
• Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
• Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
• Follow established work procedures and contribute ideas for improving efficiency and customer experience.
• Promote and maintain a safe working environment by adhering to company safety practices and procedures.
• Participate in required training to remain informed about processes, systems, and service expectations.
• Maintain proficiency to meet productivity and organizational goals.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree