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Customer Service Representative
2 months ago
Job Title: Customer Satisfaction Agent
Company: DGX - DEPENDABLE GLOBAL EXPRESS, INC.
Location: Los Angeles, CA
Job Category: Administrative Support
Position Type: Full Time
FLSA Status: Non-Exempt
Department: Customer Service
Position Overview:
Job Summary:
The Customer Satisfaction Agent plays a vital role in addressing customer inquiries and rate quote requests proactively, ensuring the highest level of service and total customer satisfaction.
Key Responsibilities:
- Respond to all internal and external customer inquiries, including billing issues, disputes, and administrative requests, ensuring resolution within 48 hours.
- Input customer bookings into the system promptly upon receipt via calls or emails.
- Prepare specialized billing information as requested by customers.
- Investigate customer-reported issues, implement corrective actions, and prevent future occurrences.
- Assess discrepancies in cubing and determine the appropriate resolution, escalating complex situations to the Customer Service Manager as necessary.
- Propose enhancements to customer service procedures to address identified weaknesses.
- Provide supplementary training to sales and rate personnel as assigned.
Preferred Qualifications:
- Minimum of 2 years of experience in transportation.
- At least 3 years of experience in customer service.
- Demonstrated customer support experience.
- Strong skills in handling phone interactions and active listening.
- Ability to adapt to various customer personalities and maintain a customer-oriented approach.
- Excellent communication and presentation abilities.
- Proficient in multitasking, prioritizing, and effective time management.
- High school diploma required; college degree preferred.
Benefits Offered:
- Discretionary bonus opportunities.
- 401(k) plan with matching contributions.
- Dental and health insurance.
- Disability and life insurance.
- Employee assistance program.
- Paid time off for vacation and sick leave.
- Vision insurance.
- Flexible spending accounts.
- Voluntary benefits including hospital, accident, life, and critical illness insurance.
