TOC CUSTOMER SERVICE REPRESENTATIVE
Dollar General•San Antonio, FL
•Onsite
About The Position
The TOC Customer Service Representative (CSR) provides essential support to the 24/7 Transportation Operations Center (TOC). This role requires effective communication and problem-solving skills to assist drivers, stores, and field teams with delivery assistance, travel guidance, on-the-road support, and store operations support through phone, SMS, email, and chat. CSRs play a crucial part in ensuring successful customer service interactions by offering real-time support to addressing issues promptly.
Requirements
- Proven customer service skills with a proactive approach to problem-solving.
- Ability to operate with a sense of urgency and manage multiple cases simultaneously.
- Demonstrated effectiveness in written and verbal communication, fostering teamwork and constructive collaboration.
- Ability to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail.
- High school diploma or GED required.
- 1-2 years of customer service experience, ideally in a fast-paced or logistics-related environment.
Nice To Haves
- Familiarity with CRM systems such as ServiceNow is preferred.
Responsibilities
- Responds promptly to drivers, stores, and field teams via phone, SMS, email, and chat for delivery, travel, navigation, and operations inquiries.
- Assists with onsite delivery challenges and provides troubleshooting support to resolve issues quickly.
- Escalates complex cases to higher-level support as needed to ensure effective problem resolution.
- Coordinates with store operations teams to provide necessary delivery details and resolve issues effectively.
- Logs support interactions accurately in ServiceNow to maintain a comprehensive record of cases.
- Tracks and monitors ongoing issues to ensure timely resolutions, escalating unresolved cases as necessary.
- Documents resolution steps and key updates to support seamless case handover between shifts.
- Fosters a positive and collaborative team environment by communicating openly and effectively with colleagues.
- Participates in team meetings to discuss cases and share best practices for improved service delivery.
- Supports a seamless 24/7 operation by ensuring effective handovers and updates between shifts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
