Customer Support Rep

1 month ago

Tempe, United States Insight Global Full time

What: Transportation Specialists (customer support rep)

Where: Tempe, AZ

Training first 3 weeks: mon-fri 8-5, one week onsite, 2 weeks hybrid 3 days onsite 3 days WFH)

Schedule: After training, schedule WILL fall over both weekend days - candidates must be ok with any of the following schedules: Wed-Sun or Thurs-Mon, Fri-Tues. (There is a chance they could get assigned a 4 day, 10 hour shift that would also fall over the weekend)

Hours: must be OK starting as early as 6 AM and working as late as 10 PM. (no overnight shifts) Shift/Schedule assigned during training. Most likely will work 9:30 am 6 pm after training

Paying: $20.82/hr

Duration: 4-month contracts, possible extensions, strong possibility to convert to FTE (thats the goal)

Must Haves:

- 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

Day to Day:

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 companys 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.

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