Customer Service Representative 2

Southeastern Freight Lines • Tulsa, OK

1d

About The Position

As the Customer Service Representative 2, you will be responsible for handling hundreds of incoming customer service live chats from external customers and incoming customer service emails from external and internal customers. To excel in this role, you must have strong verbal and written communication skills. Receive, and follow through to completion, incoming customer service inquiries. These inquiries include, but are not limited to, tracing shipments; scheduling pickups; problem resolutions; Over, Short, and Damaged (OS&D) inquiries; pickup system inquiries; and appointment scheduling for delivery of residential deliveries. Refer customers to respective service centers for follow-up as needed. Process roll over calls from service centers that are beyond administrative capacity. Serve all customer inquiries with excellence. Provide rate quotations on roll over calls if requested. Answer simple billing inquiries and make Freight Bill Corrections (FBCs) as needed. Educate customers on the Company’s technology (including the external website) and customer service enhancements. Maintain legible and organized records/notes and complete required paperwork in a timely manner. Retrieve and fax/email imaged documents and handle general administrative tasks for the Sales Department. Monitor website, email, and voice messaging systems for customer service opportunities as assigned.

Requirements

• At least 1 year of customer service experience, either face to face or over the phone
• High School Diploma or GED

Nice To Haves

• 2 years of customer service experience, either face to face or over the phone
• Previous experience in the transportation industry

Responsibilities

• Handling hundreds of incoming customer service live chats from external customers
• Handling incoming customer service emails from external and internal customers
• Receive, and follow through to completion, incoming customer service inquiries
• Tracing shipments
• Scheduling pickups
• Problem resolutions
• Over, Short, and Damaged (OS&D) inquiries
• Pickup system inquiries
• Appointment scheduling for delivery of residential deliveries
• Refer customers to respective service centers for follow-up as needed
• Process roll over calls from service centers that are beyond administrative capacity
• Serve all customer inquiries with excellence
• Provide rate quotations on roll over calls if requested
• Answer simple billing inquiries and make Freight Bill Corrections (FBCs) as needed
• Educate customers on the Company’s technology (including the external website) and customer service enhancements
• Maintain legible and organized records/notes and complete required paperwork in a timely manner
• Retrieve and fax/email imaged documents and handle general administrative tasks for the Sales Department
• Monitor website, email, and voice messaging systems for customer service opportunities as assigned

What This Job Offers

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