Customer Service Representative I

COMMONWEALTH OF VIRGINIA DBA VIRGINIA PORT A•Portsmouth, VA

About The Position

The main objective of this position is to interact with Port of Virginia (POV) customers and Port users through various forms of communication to provide information in response to inquiries, concerns, and requests about terminal services, procedures, and terminal systems. Follow established customer service policies and record details of customer interactions into relevant software.

Requirements

High School diploma or GED equivalent required.
Valid driver’s license
Transportation Worker Identification Credential
Verbal and written communications skills, High
Computer skills with the ability to learn new computer applications including Microsoft Office applications, High
Attention to detail and accuracy, High
Ability to work flexible schedules, High
Selected applicant must be able to pass a pre-employment background check which may include any of the following: Academic record and verification of education and/or certifications; Employment history (including references); Criminal history; Driving record; Fingerprinting; drug and alcohol testing, Fit for duty Physical, Other records or information related to the candidate's suitability for the position.
Selected applicant must be able to obtain a TWIC (Transportation Workers Identification Card).

Nice To Haves

One year of relevant experience preferred.
Knowledge of marine terminal operations or international shipping, Preferred
Knowledge of VIT Procedures and Schedule of Rates, Preferred
Knowledge of Navis N4 and Express terminal operating systems, Preferred

Responsibilities

Ensures compliance with all security, safety and environmental regulations and policies within work area at all times. This includes properly addressing issues through action or reporting issues and concerns to Manager.
Directs requests and unresolved issues to appropriate resource for resolution.
Records details of customer interactions and action taken into MS Dynamics CRM service platform.
Follows established customer service policies.
Enters new customer contact information into MS Dynamics CRM service platform.
Provides feedback to Customer Service Manager on issues impacting customer service.
Ensures public records and information are managed, maintained and disposed in accordance to the Library of Virginia retention and disposition schedules and the Virginia Port Authority records management policies and procedures.
Provides prompt resolution to customer questions, issues, and complaints using various terminal systems as required and/or by telephone or other electronic means.
Performs other duties as assigned.
The Port of Virginia is a 24-hour, 7-day-a-week, 365-day-a-year operation, schedule and location may vary based on the needs of the operation.