Customer Service Representative I - Jacksonville

Landstar • Jacksonville, FL

7d • Onsite

About The Position

The Customer Service Representative I (“CSRI”) is primarily responsible for providing excellent customer service to anyone calling Landstar. This includes Landstar’s customers, agents, BCOs, and other third-party carriers. As the first line of contact, Landstar’s CSR’s respond to inquiries, provide information, and provide basic support with the intention of resolving routine issues and requests in a single call. Your ability to actively listen, manage high call volumes, create and save detailed interaction notes and leave the customer with a positive impression are paramount to being successful in this role.

Requirements

• High school diploma or equivalent.
• 6 months of related customer service or call center experience
• The ability to communicate clearly and concisely both orally and in writing.
• Must also possess strong listening skills including the ability to discern/ evaluate caller’s issues and respond appropriately.
• Must be able to understand and resolve problems quickly and accurately.
• Must be able to handle calls efficiently, multi-task, and prioritize.
• Ability to use multiple web-based tools to support customer needs simultaneously and to accurately document all interactions.
• Must be able to perform more than one task or media (e.g., phone, email, chat, etc.) simultaneously. This skill often entails using multiple media to obtain information and finalize resolution direction.
• Ability and willingness to continuously train and become conversant in multiple lines of business

Nice To Haves

• Prior experience in transportation services or logistics is preferred

Responsibilities

• Consistently manage high volumes of inbound and outbound customer interactions via phone calls, emails, chat and SMS across multiple lines of business/product lines.
• Respond to inquiries seeking general information on Landstar’s services and processes.
• Identify and assess customer needs.
• Resolve routine questions, issues, and complaints by providing information and mostly standard solutions to customers, agents, BCOs and third-party carriers.
• Act in the capacity of a liaison between these parties during the resolution process.
• Able to resolve most calls without escalation while avoiding unnecessary transfers.
• Utilize Talkdesk and other systems to handle and accurately document interactions. Documentation must clearly summarize all issues and the resolution so that all parties are able to follow up with customers with complete knowledge of the situation.
• Adhere to assigned work schedule and flex as needed.

What This Job Offers

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