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Phone Support Specialist

2 months ago

Tempe, United States Insight Global Full time

- 3+ years of experience in a heavy phone support role - Strong communication and customer service skills and patience, must be comfortable in a heavy phone support role. - Excellent professionalism is a must - Experience using Excel and overall tech savvy - Ability to multi-task and work on multiple projects at once, and must have ability to learn quickly and work in a fast paced environment - Must have a flexible schedule, be able to work weekend schedules (working on both Saturdays and Sundays) and be ok with OT - Must be ok working through holidays such as Fourth of July, Labor Day, Thanksgiving, Christmas Eve, New Years Eve


Job Description


An employer is looking for a large group of Transportation Specialists to start ASAP to join the ROC (relay operations center) team as they are staffing up for one of this company’s busiest time of the year. These individuals will be a part of the DM (Disruption Management) team and responsible for taking a heavy amount of phone calls and helping coordinate and communicate between carriers and facilities. You will be communicating with facility managers, warehouse managers, fulfillment centers, drivers, and vendors on a daily basis and must deliver excellent customer service while working with a quick turnaround time to resolve issues and close out cases. You will not be working with or taking calls from end-customers. This is not a customer service position This is a heavy phone support role taking mostly calls from truck drivers, so we are looking for candidates who are comfortable taking a heavy amount of inbound calls and helping resolve issues. A few examples of scenarios that you will be helping support are drivers having roadside issues such as a flat tire, hitting inclement weather which delays their route and ETA, or drivers not having any empty trailers to pick up products (#1 call you will take in this position). This team is called Disruption Management, and that is exactly what you will be doing on a daily basis, helping manage and resolve anything that might cause a delay or disruption with a driver getting from Point A to Point B. We are looking for individuals who are driven, have excellent communication skills and are quick learners. In addition, we are looking for individuals who have flexibility with schedules, are willing to work mandatory overtime up to 20 hours of OT per week for occasional weeks of the year, and must be comfortable working holidays including MLK Day, Easter, Memorial Day and 4th of July, Labor Day, Thanksgiving, Christmas Eve and New Years Eve.