Job Description

Customer Support Representative

Department: Operations - Last Mile

Employment Type: Full Time

Location: Romulus, MI

Compensation: $21.00 / hour

The CX Support Representative 1 ensures customer satisfaction by providing timely, efficient, accurate, and friendly service via telephone, Skype and email systems.

ESSENTIAL FUNCTIONS

• Receive incoming phone calls from clients and customers regarding delivery services; will be required to field inquiries in a number of areas such as billing issues, service issues, and scheduling issues.
• Place outbound calls, following a script, to provide delivery times or set delivery appointments.
• Communicates effectively with customers to maintain positive relationships.
• Requires problem solving skills, while working within company provided guidelines.
• Handles order research and maintenance (eta’s, damages, cancel requests, delivery issues, scheduling issues, etc.).
• Processes Orders, updating internal specialized database as well as client systems.
• Assists customers with scheduling, rescheduling delivery orders and return orders.
• Conducts delivery surveys as required from the client.
• Performs other related duties as assigned.

Required Skills

• Typing skills are required. Computer proficiency with MS Office (Excel, Outlook and Word) and the internet are required. Ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills.
• Must be willing to work in a challenging, fast-paced environment.
• Must be flexible to work a different shift when necessary.

Required Experience

• High school diploma or equivalent.
• Previous customer service/call center and (or) data entry experience preferred.
• Experience with warehouse management systems is helpful.