Job description
We are looking for an experienced Customer Service Rep to provide excellent customer service and to maintain close and positive working relationships with our growing account base. The goal is to keep each client account engaged, and supported resulting in increased client account satisfaction, loyalty, retention, and growth.
Responsibilities
- Respond to account queries in a timely and accurate way, via phone, email or chat
- Identify account needs and help customers use specific features
- Update our internal systems with information about service issues and useful discussions with Clients
- Monitor Client complaints on email or chat and reach out to proactively mitigate
- Inform Clients about new services and features
- Follow up with customers to ensure all issues are resolved
- Gather Client feedback and share with all appropriate internal departments as needed and collaborate on solutions.
Requirements and skills
- Experience as a Account Manager or similar Customer Service role
- Familiarity with the freight industry is a plus, but not required
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Bachelors in Business or relevant major or equivalent experience
COVID-19 considerations for on-site staff:
Sanitizer at each workstation. Each rep works in a workstation that is separated from other team members or in a private office.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Education:
Experience:
- Customer service: 3 years (Required)
- Account Management: 3 years (Preferred)
Work Location: Multiple locations