Representative I (Remote; 11am - 8pm EST), Customer Care

Estes Express; Richmond (VA); Remote; USD 32,000 - 42,000; Full time

Job summary

Estes Express seeks an entry-level Customer Care Representative to deliver best-in-class customer service. You will handle customer inquiries via phone or email, resolve issues, and document interactions in the CRM.

The role may be full-time or part-time and can include remote work based on business needs. Key duties include scheduling pickups, addressing objections, maintaining QA metrics, and participating in team meetings.

Qualifications

• High School or GED or equivalent background.
• Flexibility to work various shifts with little notice.
• Confident, friendly, professional with a strong work ethic.
• Ability to communicate effectively in writing and on the telephone.
• Call center or customer-facing experience preferred; knowledge of Transportation industry a plus.
• Ability to listen attentively and empathize with customers.
• Ability to navigate multiple websites and computer screens.
• Proficiency with Microsoft Office; CRM/AS/400 helpful.

Responsibilities

• Schedule, verify, and investigate pickups; resolve issues.
• Respond to inquiries with clarifying information; escalate as needed.
• Build rapport with customers; greet courteously and professionally.
• Document all contact details in the CRM per SOP.
• Maintain QA requirements and key performance metrics.
• Participate in department meetings.
• Report connectivity issues to management; maintain equipment in good order.
• Opportunity to upsell products and services when appropriate.
• May cover receptionist duties as needed.
• Maintain regular attendance.

Skills

Customer service orientation

Communication (written & oral)

Teamwork

Problem solving

Adaptability

Attention to detail

Education

HS Diploma or GED

Tools

CRM software

AS/400

Microsoft Office

Job description

Job Summary

The primary responsibility of the entry level Customer Care Representative is to provide best in class customer service. This position interacts with customers by telephone or email, to answer questions and resolve issues. This position may be full-time or part-time and have the ability to work from home based on the needs of the business. If you are interested in career advancement at Estes, this is the position for you!

• Schedule, verify, and investigate pickups, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution.
• Identify and overcome customer objections and complaints by responding to inquiries with clarifying information through research. Keep management informed, escalating issues as needed.
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner
• Document all contact call or e-mail details in Customer Relationship Management (CRM) system according to standard operating procedures.
• Maintain Quality Assurance requirements and other key performance metrics
• Participate in all department meetings
• Responsible for the maintenance of all Company issued equipment in good working order. Accountable for immediately reporting internet, power or other connectivity issues to management
• Provide customers with product and service information, recognizing opportunities to upsell
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• May provide incidental coverage for receptionist when needed
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications

• High School or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background
• Flexibility to work various shifts/schedules and willingness to work additional hours with little notice required
• Confident, friendly, professional, with a strong work ethic required
• Ability to professionally and calmly deal with a wide variety of customer communication styles required
• Ability to effectively and accurately communicate in writing and on the telephone required
• Call Center or Customer facing experience strongly preferred; knowledge of Transportation industry a plus
• Ability to listen attentively to customer needs and concerns; demonstrating empathy
• Ability to easily maneuver between multiple websites and computer screens
• Working knowledge of Microsoft Office; experience with CRM, AS/400 helpful
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.