Customer Support Representative

FlexiVan; Scottsdale (AZ); On-site; USD 35,000 - 50,000; Full time

Job summary

FlexiVan is looking for a Customer Support Representative in Scottsdale, AZ. The primary responsibility is to assist customers in a professional and effective manner, resolving inquiries to their satisfaction. The role requires responding to calls and emails, managing bookings, and generating sales leads.

Candidates should have strong communication skills, customer service experience, and proficiency in tools like Microsoft Office and CRM systems. Join a dynamic team focused on enhancing customer experiences.

Qualifications

• High school diploma and college degree preferred.
• 3+ years’ experience in a customer facing role with demonstrated understanding of customer focus.
• Knowledge of customer service principles and practices preferred.

Responsibilities

• Respond to an average of 10-12 incoming calls daily with customer inquiries.
• Create, approve, update, and cancel bookings.
• Generate sales leads using Salesforce Chatter.

Skills

Strong Communication skills – verbal and written

Strong capability to build positive customer relationships

Listening skills

Proactive Problem solving and analysis

Data collection and computer input

Ability to excel in a fast paced and dynamic work environment

Detail-oriented, accurate, and inquisitive

Multi-tasking and independent work

Knowledge of geographic locations within the United States

Education

High school diploma, college degree preferred

3+ years’ experience in a customer facing role

Knowledge of customer service principles and practices

Transportation/Equipment knowledge preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

CRM tools

Web-based applications

Operating systems

Job description

Job Title Customer Support Representative

Department Customer Support

Reports To Customer Support Manager

Location Scottsdale, AZ

Primary Objectives of Position

The Customer Support Representative (CSR) is the primary point of contact for customer service inquiries as the account manager. The CSR’s job is to assist the customer in a professional, cordial, and effective manner, to assess the situation quickly and work to resolve it fully. The CSR will capture all the relevant data points in the designated CRM system facilitating efficient handling, monitoring, and management of customer issues. The CSR will serve as a customer advocate with a focus on delivering positive results for customers. CSR Ownership commences from when the initial inquiry is received and continues until completely resolved to the customer’s satisfaction.

Major Duties & Responsibilities

• As CSR, respond to an average of 10-12 incoming calls daily with the majority of customer contact via email. Inquiries including but not limited to:
  • Account registration
  • Billing disputes
  • Status inquiries
  • Movement discrepancies
  • Chassis return locations
  • Over the Road Service
  • Problem Resolution with the Depots, Off Dock CY’s, and Service Centers to Assist Customer/Motor Carrier
• Booking Management
  • Create Bookings
  • Approve Bookings
  • Update & Modify Bookings
  • Cancel Bookings
• Generate Sales Leads to Commercial via Salesforce Chatter
• Send Daily Shift Turn Over Report (day/night)
• Other duties as assignedd

Job Specifications & Requirements

KPI

• Answer emails within 1.5 hours
• Close emails within 5 hours
• Achieve Call and Email Quality Audit of 90%
• Customer Satisfaction Surveys of 4.25 or above

Key Skill Set and Competencies

• Strong Communication skills – verbal and written
• Strong capability to build positive customer relationships
• Listening skills
• Proactive Problem solving and analysis
• Data collection and computer input
• Ability to excel in a fast paced and dynamic work environment
• Must be detail-oriented, accurate, and inquisitive
• Must be able to multi-task and work independently as well as contribute to the overall success of the team
• Must have knowledge of the geographic locations within the United States

Education and Experience

• High school diploma and college degree preferred
• 3+ years’ experience working in a customer facing role with demonstrated understanding of customer focus and customer satisfaction
• Knowledge of customer service principles and practices as a disciplined preferred
• Transportation/Equipment knowledge preferred

Computer Skills

• Proficient with Microsoft Word, Excel, and Outlook
• Experience in CRM like tools
• Proficient with web-based applications
• Basic knowledge of operating systems