Hiring! Customer Service Representative

Description: RESPONSIBILITIES:

Present a positive and professional face to customers, drivers, and other employees of American Expediting

Answer and respond to all assigned inbound calls and email and chat requests from customers, drivers, and/or other American Expediting employees

Ensure timely and efficient service for customers according to on demand requests

Follow the approved process/SOP for responding to customer inquiries and handling issues; answer questions and ensure customers/drivers understand and are satisfied with the responses

Promote and sell American Expediting products and services as needed

Leverage American Expediting systems to develop price quotes, provide rates as well as review and update shipment information; add relevant notes to accounts/shipments as needed

Work with customers to ensure that shipment requirements are met and that they are always kept informed during the process to ensure visibility

Confer with customers or supervising personnel to address questions, problems, and requests for service

Handle customer complaints and follow appropriate escalation procedures when necessary

Resolve service problems by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to the problem, and expediting correction/adjustment and follow-up to ensure resolution

Act as a subject matter expert for peer side-by-side coaching and training as needed

MINIMUM QUALIFICATIONS:

High School diploma or equivalent

General computer proficiency

Ability to speak clearly and respond to customers with accuracy

General ability to type and create professionally written replies quickly and with accuracy

Flexibility in working hours required. Weekend and overnight shifts are available.

Ability to be flexible regarding shift changes in an environment that is operating 24/7/365 is required.

PREFERRED EXPERIENCE:

Healthcare or related industry experience

Logistics or expediting knowledge

Relevant previous call center experience with at least 2 years successful work experience

Familiar with time zones, military time

KNOWLEDGE, SKILLS, AND ABILITIES:

Excellent verbal communication and problem-solving skills

Excellent written business communication skills

Customer focused and solutions oriented

Ability to work with a sense of urgency

Knowledge of principles and processes for providing customer service

Computer skills including Microsoft Office, Outlook, Teams

Good navigational skills

Analytical thinker and problem solver.