About The Position
Responsible for providing high‑quality customer support, resolving inquiries and issues, and ensuring a positive experience for all customers.
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.
- 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.
- Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
