Customer Service Representative

4 weeks ago

Princeton, New Jersey, United States TRAC Intermodal Full time

Job Summary

The Customer Service Representative will be responsible for providing exceptional customer service to TRAC Intermodal's customers. This includes resolving customer issues and inquiries via phone and email, as well as collaborating with internal teams to drive issues to resolution.

Key Responsibilities

  • Resolve customer issues and inquiries via phone and email in a professional, timely, and courteous manner.
  • Liaise and collaborate with internal teams to drive issues to resolution, including Pool Managers, Maintenance and Repair, Account Managers, Commercial, Billing, Collections, and Legal.
  • Log and manage all cases, contacts, and accounts in Salesforce.
  • Facilitate chassis reservations in EZBook, TRAC Intermodal's online bare chassis reservation system, to expedite the chassis pick-up process for customers in our 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.

Requirements

  • 3-5 years of experience working in a customer-facing role. Intermodal/transportation industry experience beneficial, but not required. Direct customer service and/or call center experience is preferred.
  • High School diploma or GED, some college preferred.
  • Must be computer systems-oriented and highly proficient in Microsoft Word, Outlook, OneNote; must have advanced Excel skills (pivot tables, vlookups, sumifs, etc.).
  • 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 - act and think 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.

Special Position Requirements

  • This position requires long periods sitting behind a desk and extensive use of a telephone, and computer and in-house system applications.
  • Role is responsible for an 8-hour shift with staggered coverage to ensure multiple time zone availability (shifts may start at 6:45AM, 8AM, 9AM, or 10AM).
  • This position requires reliable internet access from home to properly support hybrid/work from home days.

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