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Title Customer Service Specialist Full-Time and Part-Time
Location Gainesville, VA
Job Information

Position Summary:

The Customer Service Specialist (CSS) is responsible for serving as liaison between customers, field offices and vehicle recipients. Duties include: maintaining operational efficiency by managing assigned orders; maintaining communication with PARS field offices and customers to ensure work orders are completed in a timely manner while adhering to individual customer parameters for each order and assisting with any additional tasks and responsibilities, as may be deemed necessary by management.

Position Responsibilities:

  • Answering telephones, emails and any other communications promptly and courteously
  • Conducting telephone queries and communications in a professional manner, with a display of business decorum
  • Greeting customers warmly and ascertaining the problem or reason for calling
  • Providing exceptional customer service by developing good working relationships with customers
  • Documenting and resolving customer complaints via telephone and email to ensure customer satisfaction
  • Coordinating daily activities and tracking order progression through provided tools to ensure timely customer service
  • Assisting with administrative duties, such as answering non-order specific questions from both corporate and retail customers, placing and cancelling orders as requested and disseminating email
  • Providing and recording customer quotes
  • Assisting the creation and distribution of ad hoc reports for customers, as needed
  • Retrieving, assigning and monitoring customer orders, to include pulling and placing orders
  • Utilizing various transportation provider systems to fulfill customer relocations, as requested
  • Tracking order progression through provided tools to ensure timely customer service
  • Contacting customers via telephone and email to verify order information
  • Initiating timely customer communication with regard to vehicle issues, per established customer parameters
  • Addressing questions and offering solutions to customers and inter-company personnel
  • Assisting with driver communications in the field
  • Completing all assignments that management deems necessary to advance the Company‚Äôs daily business needs and operations
  • Creating and developing innovative ways of streamlining the operations process wherever possible and within the guidelines of customer requirements and team goals
  • Providing special project support to all departments within the organization
  • Working with supervisors and managers to effectively resolve order discrepancies that are beyond the scope of work
  • Ensuring a professional level of accuracy in preparing and recording information
  • Conforming to professional office conduct, demeanor, policies, and procedures.Review and approve Independent Contractor invoices and supporting documentation

Candidate Experience/Attributes:

  • Comfortable working in a stressful, fast-paced office environment
  • Ability to attend to multiple tasks and remain detail-oriented
  • Ability to maintain a high level of accuracy in preparing and entering information.
  • Comfortable working with computers as part of the daily operations
    • Basic computer proficiency required to manage customer orders through PARS website
    • Experience using Microsoft Office suite (Excel, Word), assorted photo upload programs, scanning programs, Adobe Acrobat, and Internet search engines (e.g., Google)
  • Other desired skills include:
    • Interpersonal skills
    • Analytical and problem solving skills
    • Effective verbal and written communication skills
    • Listening skills
    • Attention to detail and high level of accuracy
    • Organizational skills
  • Candidate must possess and demonstrate honesty, trustworthiness, respect, patience, flexibility, cultural sensitivity and a sound work ethic.
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