Representative I (Remote), Customer Care

Estes Express Lines•Richmond, VA

1d•$18 - $20•Remote

About The Position

The primary responsibility of the entry level Customer Care Representative is to provide best in class customer service. This position interacts with customers by telephone or email, to answer questions and resolve issues. This position may be full-time or part-time and have the ability to work from home based on the needs of the business. If you are interested in career advancement at Estes, this is the position for you!

Requirements

High School or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background
Flexibility to work various shifts/schedules and willingness to work additional hours with little notice required
Confident, friendly, professional, with a strong work ethic required
Ability to professionally and calmly deal with a wide variety of customer communication styles required
Ability to effectively and accurately communicate in writing and on the telephone required
Ability to listen attentively to customer needs and concerns; demonstrating empathy
Ability to easily maneuver between multiple websites and computer screens
Working knowledge of Microsoft Office; experience with CRM, AS/400 helpful
Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States

Nice To Haves

Call Center or Customer facing experience strongly preferred; knowledge of Transportation industry a plus

Responsibilities

Schedule, verify, and investigate pickups, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution.
Identify and overcome customer objections and complaints by responding to inquiries with clarifying information through research. Keep management informed, escalating issues as needed.
Build rapport with customers by greeting them in a courteous, friendly, and professional manner
Document all contact call or e-mail details in Customer Relationship Management (CRM) system according to standard operating procedures.
Maintain Quality Assurance requirements and other key performance metrics
Participate in all department meetings
Responsible for the maintenance of all Company issued equipment in good working order. Accountable for immediately reporting internet, power or other connectivity issues to management
Provide customers with product and service information, recognizing opportunities to upsell
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
May provide incidental coverage for receptionist when needed
Regular attendance is required.
This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.