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

Estes Express Lines; United States; Remote; USD 32,000 - 42,000; Full time

Job summary

Estes Express Lines in the United States is seeking an entry-level Customer Care Representative to deliver best-in-class service. This remote position may be full-time or part-time and will involve answering questions by phone or email, scheduling pickups, and resolving issues.

You will document interactions in CRM, maintain QA metrics, and participate in meetings. The role requires a GED/high school, flexible shifts, and ability to work independently or with a team; pre-employment screenings

Qualifications

• High School or GED, or equivalent background.
• Flexibility to work various shifts and additional hours.
• Confident, friendly, professional, with a strong work ethic.
• Ability to communicate effectively in writing and on the phone.
• Call center or customer-facing experience preferred; transportation knowledge a plus.
• Able to lift approximately 20 lbs.
• Authorized to work in the United States.
• Able to work independently or in a team; handle high-volume, multi-priority tasks.
• Must pass pre-employment drug screen and background checks.

Responsibilities

• Schedule, verify, and investigate pickups; resolve issues.
• Respond to inquiries and escalate as needed.
• Build rapport with customers in a courteous, professional manner.
• Document all contacts in CRM per SOP.
• Maintain QA requirements and key metrics.
• Participate in department meetings.
• Provide product and service information and upsell opportunities.
• Work with multiple websites and computer screens.
• Handle high-volume workload with multiple priorities.

Skills

Customer service

Call center

CRM

MS Office

Written communication

Teamwork

Education

High School or GED

Tools

AS/400

Job description

Remote

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