Customer Service Representative
3 weeks ago
DUTIES AND RESPONSIBILITIES:
* Account Retention and Maintenance
* Respond to customer (internal and external) group e-mails
* Establish profile and guidelines for new customers
* Coordinate and assist other departments with implementation of new and revised account guidelines
* Manage customer issues and disputes to ensure customer satisfaction
* Manage customer profiles to ensure accuracy and understanding
* Maintenance of Customer Information (Logs and other various customer information)
* Reporting (various companies have specific reports to manage for specific to said company)
* Dispute resolution
* Mange and resolve all customer disputes and/or complaints through Salesforce, internally
* Maintain accurate log of disputed repairs; concessions
* Prioritize disputes based on age and customer requirements
* Assist in establishing dispute policies and procedures
* Customer Issue Prevention and Customer Satisfaction
* Inter-departmental communication to work towards customer satisfaction and improved operations, not including time waiting on customer, vendor, or internal contact
* Suggest procedure changes, computer programming, and training ideas to minimize disputes and contribute to a better customer experience
* Identify common complaints and problems and work towards preventative measures
* General Assistance of the Sales Team
* Assist sales team in duties above and beyond items listed above, based on seasonal or specific need
* Willingness to assist in duties outside of the general scope
POSITION REQUIREMENTS (Knowledge, skills, abilities):
1. Excellent customer service skills
2. Excellent communication skills
3. Basic familiarity with MS Office applications
4. Familiar with working on a PC
QUALITY STANDARDS:
1. Respond to all correspondence within 2 days
2. Dispute resolution goal is 2 business days
EDUCATION AND EXPERIENCE REQUIRED:
* High school diploma
* Experience in transportation industry maintenance required
* FYX Fleet dispatch experience preferred
PHYSICAL DEMANDS
* No extraordinary physical demands are placed on individuals performing this job
* Sitting for a majority of the day while on telephone
WORK ENVIRONMENT
* Climate controlled office environment
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