Customer Service Representative - Railcar Repair

PSC Group•Wichita, KS

About The Position

PSC Group is building out a customer service team for our Railcar Repair Division and we are actively seeking Customer Service Representatives (CSR). The PSC CSRs will be responsible for front-line communication with customers and understanding their needs, while acting as strong customer advocates through providing impeccable service. This role will serve as a key contact for our customers and will need to proactively and independently interface with internal team members to achieve results that exceed customer expectations. If you are looking for a stable, long-term career in a booming industry, then consider joining the PSC family.

Requirements

3- 5 years of experience in customer service
18 years or older and legally able to work in the U.S.
Pass a drug screen, physical, and background check

Nice To Haves

Experience in the railcar industry is a plus.
May require a valid Driver’s License and / or a valid TWIC card, depending on work location
Previous military experience and proven ability to follow procedures is a plus.

Responsibilities

Ensuring the highest level of customer satisfaction by providing support, guidance, proper follow-up, and resolution of customer requests, concerns, and general inquiries.
Coordinate all activity for assigned customer accounts, proactively address issues, and implement solutions.
Utilize and navigate customer and PSC systems to facilitate scheduling, service, billing, and other transactions.
Ensure proper communication and handling of material safety data sheets (SDS) to appropriate team members.
Interact with customers via phone and email regularly to provide top-level support and proactively provide advance information on products and/or services.
Communicate effectively and efficiently to meet the needs of customers and colleagues.
Work with customers to define and establish service priorities and collaborate with internal subject matter experts to coordinate customer requirements.
Follow SOPs and best practices to streamline, automate, and improve front-to-end logistics: from taking initial customer calls to gathering the necessary information to perform the repair work in the field, while gathering and completing customer and regulated forms required to submit accurate and timely invoices.
Closely coordinate all activity for assigned customer account(s), proactively address issues, and implement solutions to ensure meet goals and projection completion deadlines or targets.
Provide consistent communication, acknowledgement, and confirmation of service delays or challenges.
Fields and escalates customer problems and concerns when needed.
Work with customer to document billing requirements and AR resolution.
Take part in monitoring the call center 800 number, website, and email inquiries.
Build a strong working knowledge of workflows, expectations, and rules of PSC software/system requirements, as well as Word, Excel, and various other software tools.
Track and monitor provided system requirements, KPIs, and metrics.
Self-starter comfortable working independently with strong time management and organizational skills.
Performs other duties as assigned.