Customer Service Representative

NOW Courier • Indianapolis, IN

11d • Onsite

About The Position

The Customer Service Representative is responsible for providing customer service support, troubling shooting customer issues, utilizing service knowledge to drive recommendations, and escalates issues as necessary.

Requirements

• High School Diploma or G.E.D.; and two years of experience and/or training; or equivalent combination of education and experience.
• Highly organized and detail oriented.
• Resourceful and creative.
• Analytical skills and problem-solving ability.
• Ability to adhere to time and attendance policies.
• Must exhibit professionalism and be effective working with customers, contractors, vendors, and employees.
• Skillfully convey information on a wide range of topics to a diverse target audience.
• Influencing and consultative skills are critical.
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.
• Ability to be assessable to contractors and employees as determined by department standards.
• Ability to handle confidential information.
• Maintain regular and punctual attendance.
• Effective prioritization and time management skills.
• Ability to work in a fast-paced, high-pressure, deadline driven environment.
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
• Ability to manage multiple projects and tasks simultaneously.
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.
• Must have and maintain a verifiable Driver’s License, demonstrated safe driving record, and remain insurable through the company’s liability insurance carrier as applicable.

Nice To Haves

• Previous experience working in the logistics and distribution industry is desired.

Responsibilities

• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions.
• Proposes changes to improve the customer and driver experience.
• Answers questions regarding accounts and services.
• Ensures compliance with customer Service Level Agreement (SLAs).
• Tracks repeated driver or customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience.
• Surveys customers/drivers to ensure their issues have been resolved in a satisfactory manner.
• Enters and tracks service orders and ensures account information and recorded data is accurate.
• Oversees assigned customer invoicing, including escalating issues as necessary for timely resolution.
• Interviews customers to obtain information and explain available services.
• Solicits interest of new or additional services; handoffs information to appropriate sales representative.
• Assists team members with monitoring route performance metrics and measurements.

Benefits

• challenging and supportive environment with opportunities to learn, grow, and contribute
• competitive compensation
• comprehensive health care
• 401k/profit sharing
• paid time off
• corporate philanthropy
• employee & family events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees