Customer Service Representative

4 weeks ago


Oklahoma City, Oklahoma, United States Loves Travel Stops & Country Store Full time

Job Summary:

We are seeking a skilled Customer Service Representative to join our team at Loves Travel Stops & Country Store. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our members, attorneys, and associates through quality inbound and outbound phone calls.

Key Responsibilities:

  • Provide excellent customer service to members, attorneys, and associates through quality inbound and outbound phone calls.
  • Achieve and maintain a maximum 6 1⁄2 minute average call handle time.
  • Handle a minimum of 7 inbound calls an hour, outbound calls as necessary.
  • Utilize a maximum of 30 minutes in Follow-Up status.
  • Obtain specific information about membership and input into TVC personal portal.
  • Precisely note member files that accurately reflects the interaction.
  • Clearly explain and provide instruction to ensure the member completes any necessary paperwork, follows specific and applicable procedures for their situation.
  • Support translation of inbound and outbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required.
  • Perform all other duties as assigned and required.
  • Complete assigned training material to company standards.
  • Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor, and staff through virtual channels.
  • Report directly to Supervisor prior to scheduled shift for unplanned leave or emergencies.
  • Maintain good attendance by being present and available during assigned shifts.
  • Submit planned leave requests 6 or more business days prior to the time being requested.
  • Stay aware of TVC Pro-Driver policies, plans, services, and procedures.

Requirements:

  • High School Diploma (or GED) required (or relevant work experience).
  • 2+ years customer service experience.
  • Must be fluent in English/Russian.
  • Working knowledge of MSOffice, data entry applications, and conducting internet searches.
  • Keying speed of a minimum of 35 WPM.
  • Exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation, and listening skills.
  • Ability to work independently and with a team in a fast-paced environment.
  • Fluent in virtual communications (Emails, Instant Messaging, and Calls).
  • Familiarity with legal terms is a plus.

Work Environment:

This is a remote position, and the location assignment is remote.

Work Schedule:

40 hours per week; any overtime must be approved by Supervisor/Manager. 8am-5pm, Monday-Friday.



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