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Service Excellence Associate

2 months ago

Hayward, California, United States DHX - Dependable Hawaiian Express Full time

Job Title: Customer Service Agent

Department: Customer Service

Position Type: Full Time

FLSA Status: Hourly

Position Overview:

As a Customer Service Agent, you will play a crucial role in ensuring our clients receive exceptional service. Your primary responsibility will be to address customer inquiries and provide accurate rate quotes in a timely manner, fostering a positive experience that promotes customer loyalty.

Key Responsibilities:

  1. Respond promptly to customer requests, including billing inquiries and service issues, ensuring resolution within 48 hours.
  2. Input customer bookings into the system efficiently upon receipt via phone or email.
  3. Prepare and provide any special billing information as requested by clients.
  4. Investigate and resolve customer issues, implementing corrective actions to prevent recurrence.
  5. Assess discrepancies in cubing and communicate findings to the Customer Service Manager for further review.
  6. Propose enhancements to customer service procedures to improve efficiency and effectiveness.
  7. Assist in training sales and rate personnel as needed.

Compensation: The hourly pay rate is $22.00, commensurate with experience and qualifications.

Preferred Qualifications:

  • Minimum of 2 years in the transportation industry.
  • At least 3 years of experience in customer service.
  • Demonstrated customer support expertise.
  • Strong skills in handling phone interactions and active listening.
  • Ability to adapt to various customer personalities and maintain a customer-focused approach.
  • Excellent verbal and written communication skills.
  • Proficient in multitasking, prioritizing, and time management.
  • High school diploma required; college degree preferred.

Benefits:

  • Discretionary bonus opportunities.
  • 401(k) retirement plan.
  • Complimentary dental insurance for employees.
  • Disability insurance coverage.
  • Employee assistance program.
  • Complimentary health insurance for employees.
  • Life insurance at no cost to employees.
  • Paid time off for vacation and sick leave.
  • Vision insurance options.
  • Flexible spending accounts (FSA).
  • Voluntary benefits including hospital, accident, life, and critical illness insurance.

Health and Safety Protocols:

As part of our commitment to health and safety, all employees will be required to undergo COVID-19 testing prior to starting work. We maintain strict COVID-19 protocols, including daily temperature checks, social distancing measures, and mandatory mask-wearing at all times.