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’s 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.