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Customer Support Specialist

2 months ago

Hartford, Connecticut, United States Pilot Freight Service Full time

Customer Support Specialist

Job Category: Stations-Northeast Requisition Number: CUSTO004268

Job Overview

Pilot Freight Services is seeking a dedicated and experienced Customer Support Specialist.

POSITION SUMMARY:

The Customer Support Specialist is tasked with delivering exceptional service to all incoming inquiries. The primary responsibilities include answering calls and resolving issues efficiently. This role will also involve collaboration with various stations and agents.

Key Responsibilities:

  • Maintain consistent and accurate communication with customers, agents, and other personnel.
  • Respond to incoming calls, ensuring high-quality service for all clients.
  • Coordinate delivery and recovery schedules with different agents.
  • Manage customer emails in designated accounts.
  • Update and maintain customer records.
  • Monitor and address customer inquiries received via email.
  • Make outbound calls to follow up on shipment statuses and resolve any issues.
  • Track and update shipment information as necessary.
  • Support and assist Pilot stations and agents.
  • Become proficient in external customer applications.
  • Adhere to established procedures and report any necessary modifications to management.
  • Perform additional duties as required.

SKILLS AND COMPETENCIES:

  • Strong verbal and written communication skills with a focus on problem-solving.
  • Technological proficiency with internet and online tools.
  • High energy and ability to multitask in a dynamic environment.
  • Excellent organizational skills with attention to detail.
  • Proficient in Microsoft Office Suite.

EDUCATION:

High School diploma or equivalent.

EXPERIENCE:

A minimum of 2 years in a customer service role.

PHYSICAL REQUIREMENTS:

This position is primarily clerical and administrative, situated in a professional office environment. The employee is frequently required to sit, with occasional standing, walking, and use of hands. Extensive phone and computer usage is essential. Remote work may be required at times.

Equal Opportunity Employer: Pilot Freight Services is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from all qualified individuals.