JOB TITLE: General Office Customer Service Representative Level I REPORTS TO: Call Center Service Manager or Supervisor OVERVIEW OF ROLE: The General OfficeCustomer Service Representative ensures the customer is always serviced first and receives the type of attention that makes them want to do business with Ward. She/he grows our business through customer retention while balancing costs by performing clerical duties efficiently and also supports operations and sales in accordance with the corporate Desired State. DUTIES AND RESPONSIBILITIES:• Answer telephones in accordance with Ward standards. Heavy telephone work averaging 80-100 pick- up call a day.• Serve customers by coordinating problem resolution between customers, Territory Sales Managers, and Operations personnel.• Accurately schedule pick up with our Ward Extended Network by following the proper procedures in the customer service tool box.• Escalate customer problems timely to Team Lead for assistance.• Must participate in Ward Assured Department program to meet monthly goal.• Act as the one-stop customer contact for various individual customers as requested by territory sales managers. Daily monitor/trace accounts as assigned by the Customer Service Manager. Regular communication with territory sales manager and / or customer is required.• Provide internal customer service to personnel from other departments and service center locations.• Accurately perform clerical support duties as required including typing correspondence, maintaining files.• Demonstrate personal reliability by consistently meeting attendance / punctuality commitments.• Support teamwork by cooperating with others and willingly putting forth effort to achieve Company goals. Establish and maintain good working relationship with other team members.• Fully support all technologies and processes, introduced by Ward, that are intended to improve efficiencies and/or the customer experience. Support would include adherence to training programs, guidelines and processes associated with these systems.
REQUIREMENTS:• Must be extremely customer focused with good people skills.• Must have excellent communication skills and telephone etiquette.• Must have previous clerical experience in a business atmosphere.• Must have proficient data entry skills with high attention to detail.• Previous experience in the motor carrier industry is desirable.• Ability to work required hours (night shift, overtime if applicable) and travel if necessary.• Ability to participate in and pass employers pre-employment and on going random drug/alcohol testing program. This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change