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