5:00am-4:00pm

Dollar General Corporation•San Antonio, TX

55d

About The Position

Transportation Operations Center "TOC" Customer Support Representative is responsible for providing professional phone, e-mail, and chat communications delivery support. Responsibilities include assisting drivers with deliveries, taking driver travel requests, providing stores with status of delivery; as well as performing outgoing communications to the travel department, store personnel, and drivers.

Requirements

Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
Ability to de-escalate calls, emails, and chats to the satisfaction of the customer and company.
High attention to detail, strong planning, and organization skills
Willingness to make critical decisions to ensure normal operating of the transportation department
Proficient understanding of quality control, training techniques
Ability to multitask in a fast moving high-stress environment that frequently experiences change
Must know MS Office software
One to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics, or contact center company required.
Two plus years customer service experience required
One year experience using contact center software (i.e. ServiceNow; Salesforce; 3CL; Nice, etc.).

Nice To Haves

Prior lead experience preferred

Responsibilities

Answer Telephone calls from drivers, stores, and carrier teams. 45%
Provide delivery support to driver
Provide delivery status to store personnel
Take off-hours travel requests from drivers
Follow up on open delivery issues with carrier and store teams. 15%
Complete standard travel requests from driver and DG private fleet leadership. 15%
Assist drivers with off hours support. 10%
Sending workflow to tablet
Locating trailer at DC
Driver Call In
Assist store with non-respond sweep requests. 5%
Follow up on email communication as needed and instructed. 5%
Accurately assess and escalate issues that may require CSA handling. 5%