Customer Service Representative

TRAC Intermodal • Florence, KY

81d

About The Position

The position involves building and maintaining relationships with customers through ongoing communication and issue resolution. The role focuses on using customer interactions to identify potential improvements that can enhance customer satisfaction.

Requirements

• Excellent customer service skills
• Excellent communication skills
• Basic familiarity with MS Office applications
• Familiar with working on a PC

Nice To Haves

• Experience in transportation industry maintenance required
• FYX Fleet dispatch experience preferred

Responsibilities

• Account Retention and Maintenance
• Respond to customer (internal and external) group e-mails
• Establish profile and guidelines for new customers
• Coordinate and assist other departments with implementation of new and revised account guidelines
• Manage customer issues and disputes to ensure customer satisfaction
• Manage customer profiles to ensure accuracy and understanding
• Maintenance of Customer Information (Logs and other various customer information)
• Reporting (various companies have specific reports to manage for specific to said company)
• Dispute resolution
• Manage and resolve all customer disputes and/or complaints through Salesforce, internally
• Maintain accurate log of disputed repairs; concessions
• Prioritize disputes based on age and customer requirements
• Assist in establishing dispute policies and procedures
• Customer Issue Prevention and Customer Satisfaction
• Inter-departmental communication to work towards customer satisfaction and improved operations, not including time waiting on customer, vendor, or internal contact
• Suggest procedure changes, computer programming, and training ideas to minimize disputes and contribute to a better customer experience
• Identify common complaints and problems and work towards preventative measures
• General Assistance of the Sales Team
• Assist sales team in duties above and beyond items listed above, based on seasonal or specific need
• Willingness to assist in duties outside of the general scope

What This Job Offers

• Industry: Rental and Leasing Services
• Education Level: High school or GED
• Number of Employees: 251-500 employees