Service Center CSR Freight Industry - 3rd Shift

About the position Responsibilities • Manage customer inquiries by phone or email professionally • Provide rate quotes for potential shipments • Process pick-up requests, forms, and applications and dispatches • Interact with other departments to resolve customer-related matters • Provide customers with product and service information • Record details of inquiries, comments, complaints, and actions taken • Identify and escalate priority issues • Open and maintain customer accounts by recording account information • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution • Maintain financial accounts by processing customer adjustments • Recommend potential products or services to management by collecting customer information and analyzing customer needs • Prepare product or service reports by collecting and analyzing customer information • Contribute to team effort by accomplishing related results as needed • Manage large amounts of incoming calls • Identify and assess customers' needs to achieve satisfaction • Build sustainable relationships of trust through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/team sales targets and call handling quotas • Handle complaints, provide appropriate solutions and alternatives within the time limits • Keep records of customer interactions, process customer accounts and file documents • Follow communication procedures, guidelines and policies • Go the extra mile to enhance customer satisfaction • Resolve customer complaints via phone and/or email • Use service center telephones to reach out to customers and verify account information • Greet customers warmly and ascertain problem or reason for calling • Advise on company information • Place or cancel orders • Answer questions about Daylight services with accuracy and courtesy • Act as the company gatekeeper • Inform customers of deals and promotions • Utilize computer technology to handle high call volumes • Work with customer service manager to ensure proper customer service is being delivered • Close out or open call records • Compile reports on overall customer satisfaction • Read from scripts • Handle changes in policies or renewals Requirements • High school diploma, general education degree or equivalent • 1 year of customer service experience • Ability to read and comprehend simple instructions, short correspondence and memos • Ability to write simple correspondence • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals • Apply common sense understanding to carry out detailed but uninvolved written or oral instructions • Ability to deal with problems involving a few concrete variables in standardized situations • Computer literate, PC and mainframe; working knowledge of MS Word and Excel • Effective time management skills • Achievement oriented/goal directed Nice-to-haves • Experience in a fast-paced customer service environment • Familiarity with shipping and logistics industry Benefits • 401(k) • 401(k) matching • Dental insurance • Health insurance • Vision insurance • Paid time off such as sick days and vacation days • Life insurance • Long term disability insurance • Short term disability insurance • Wellness programs • Relocation assistance • Commuting/travel assistance • Telecommuting options • Workplace perks such as recreation activities, food and coffee, and flexible work schedules Apply tot his job Apply To this Job