Escalation Resolution Specialist

Total Quality Logistics, Inc.•Cincinnati, OH

65d•$18•Onsite

About The Position

As an Escalation Resolution Specialist at TQL, you will play a vital role in supporting our sales floor by ensuring overall customer satisfaction. Your expertise in issue resolution and risk management will be instrumental in upholding our commitment to delivering exceptional customer service 24/7/365.

Requirements

Ability to 9am - 8pm on a rotating schedule
Excellent verbal and written communication
Positive attitude, professional demeanor, tactful and ethical
Self-motivated and dependable; able to work independently
Strong problem solving, attention to detail, and critical thinking skills
Ability to prioritize many different requests and handle changing priorities
At least 1 year of previous experience in a fast-paced work environment preferred

Responsibilities

Assist account executives with any over-the road issues that may arise; including but not limited to breakdowns, hostage situations, late deliveries, traffic accidents, etc.
Monitor inbound and outbound call and request flow to ensure the department is in accordance with established guidelines and, when needed, re-direct efforts to better meet the needs of the business, as well as the service level commitments for the department
Investigate disputes, determine proper course of action, and objectively report situations in an unbiased manner to appropriate department heads
Maintain and update accurate information in our state-of-the-art systems

Benefits

Starting at $17.50/hour
Health, Dental and Vision coverage to best fit your needs, including a plan that takes $0 out of your paycheck
Advancement opportunities with structured career paths
Employee referral bonuses
We win wherever we go - Voted a Fortune 100 Best Companies to Work For (2023) and Forbes America's Best Employers (2022)

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