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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.
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