Customer Service Representative
5 days ago
The Customer Service Representative will play a critical role in ensuring the success of TRAC Intermodal's customer base. This individual will be responsible for providing exceptional customer service, resolving customer issues, and promoting TRAC Intermodal's products and services.
Key Responsibilities- Provide timely and effective resolution to customer inquiries and issues via phone, email, and other communication channels.
- Collaborate with internal teams to drive issues to resolution and ensure seamless customer experience.
- Log and manage all cases, contacts, and accounts in Salesforce.
- Facilitate chassis reservations in EZBook to expedite the chassis pick-up process for customers in TRAC Intermodal's chassis pools.
- Educate customers on TRAC Intermodal's products, including TRAC Connect.
- Assist customers with Bill Management registration, invoice navigation, and billing disputes.
- Provide on-boarding to motor carrier customers, including providing overviews of TRAC Intermodal's offerings.
- Maintain proficiency in TRAC systems, including event and billing management systems, online bare chassis reservation system, reporting and training hubs, customer registration portals, Bill Management portal, internal and corporate websites, Salesforce, Cisco phone system, and third-party terminal operating systems.
- Manage EZBook bookings in terminal operators' systems, as needed.
- Initiate and coordinate outreach to customers regarding long dwelling chassis.
- Maintain knowledge of TRAC Intermodal's technology products and actively participate in UAT testing for system applications.
- Assess and escalate issues to Customer Service Representative II, as appropriate, to ensure timely and accurate resolution.
- 3-5 years of experience working in a customer-facing role, with intermodal/transportation industry experience beneficial but not required.
- High School diploma or GED, with some college preferred.
- Must be computer systems-oriented and highly proficient in Microsoft Word, Outlook, OneNote, and Excel.
- Excellent communication and interpersonal skills required.
- Professional written and verbal communication is a necessity.
- Excellent spelling and grammatical skills.
- Flexibility to quickly adapt to change.
- Must be able to effectively multi-task and act quickly to assist customers across multiple cases at once.
- Must excel in a fast-paced, team-oriented, and dynamic work environment and successfully prioritize tasks across multiple projects.
- Must be detail-oriented, accurate, and inquisitive.
- Must be able to reprioritize tasks based on changes that occur in a typical work day.
- Solid work ethic, tenacious, and self-motivated to go the extra mile.
- Must be able to successfully engage with all levels/departments within the organization to create effective partnerships with other teams.
- Must be able to work independently as well as contribute to the overall success of the team.
- Must have working knowledge of the geographic locations within the United States.
- This position requires long periods of sitting behind a desk and extensive use of a telephone, computer, and in-house system applications.
- Role is responsible for an 8-hour shift with staggered coverage to ensure multiple time zone availability.
- This position requires reliable internet access from home to properly support hybrid/work-from-home days.
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