Toc Customer Service Representative

Dollar General • San Antonio, TX

5d

About The Position

The TOC Customer Service Representative (CSR) provides essential support to the 24/7 Transportation Operations Center. The role assists 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 provide real-time support and address issues promptly to help ensure successful customer service interactions.

Requirements

• Proven customer service skills and a proactive approach to problem-solving.
• Ability to act with a sense of urgency and manage multiple cases simultaneously.
• Effective written and verbal communication skills, with the ability to foster 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.

Nice To Haves

• Customer service experience in a fast-paced or logistics-related environment.
• Familiarity with CRM systems such as ServiceNow.

Responsibilities

• Respond promptly to drivers, stores, and field teams via phone, SMS, email, and chat regarding delivery, travel, navigation, and operations inquiries.
• Assist with onsite delivery challenges and troubleshoot issues to resolve them quickly.
• Escalate complex cases to higher-level support as needed.
• Coordinate with store operations teams to provide delivery details and resolve issues.
• Log support interactions accurately in ServiceNow.
• Track and monitor ongoing issues to ensure timely resolution, escalating unresolved cases as necessary.
• Document resolution steps and key updates to support seamless case handovers between shifts.
• Communicate openly and effectively with colleagues to foster a positive, collaborative team environment.
• Participate in team meetings to discuss cases and share best practices for improved service delivery.
• Support continuous 24/7 operations through effective shift handovers and updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED