Job Title: Customer Service Representative Job DescriptionWe are seeking a dedicated Customer Service Representative to deliver outstanding carrier and driver experience/solutions within a contact center environment. The role involves researching, problem-solving, and setting appropriate expectations while working within the Transportation network. The ideal candidate will thrive in a fast-paced environment, adhering to schedules and handling workload surges, particularly during high-volume peaks.Responsibilities
Deliver outstanding carrier and driver experience/solutions in a contact center environment.
Research, problem-solve, and set appropriate expectations within the Transportation network.
Adhere to schedules including start/stop times and breaks/lunches.
Make outbound calls to understand and address potential or current issues related to transportation.
Support workload surges and weather-related operations, including significant overtime during high-volume peaks.
Use internal systems to gather data from multiple sources for daily, weekly, monthly, and quarterly reporting.
Collaborate with cross-functional teams.
Provide support to field teams in driver assignment, load acceptance, and driver/equipment availability.
Essential Skills
Customer service experience
Call center
Tech savvy
Problem-solving skills
Experience in transportation, intermodal, logistics, and supply chain
Driver management experience
A completed Bachelor's Degree from an accredited university or 2 years relevant work experience, or 4 years work experience in the logistics/transportation industry
Entry-level knowledge of MS Excel and familiarity with Excel spreadsheets
Flexibility to work all shifts, including day or night and some weekend shifts
Additional Skills & Qualifications
Ability to handle 60-80 calls per day
Aptitude for working in unscripted situations and solving problems quickly
Critical thinking and de-escalation skills
Experience in performance-driven roles with heavy metrics
Self-sufficiency
Adaptability to changing rules and processes
Preferred: 2 years work experience in logistics/transportation industry
Work EnvironmentThis position offers a hybrid work environment with 3 days in the office and 2 days working from home. However, starting January 2025, all employees will be required to work onsite 5 days per week. The work hours are from 9:30am to 6:00pm MST, with the necessity to be available for at least one weekend day, possibly two#azjobs24Pay and BenefitsThe pay range for this position is $21.00 - $21.00 Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a hybrid position in Tempe,AZ.Application DeadlineThis position will be accepting applications until Dec 12, 2024.About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.Diversity, Equity & Inclusion At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
