Job Summary:
The primary responsibility of the entry level Customer Care Representative is to
provide best in class customer service. This position interacts with customers
by telephone or email, to answer questions and resolve issues. This position may
be full-time or part-time and have the ability to work from home based on the
needs of the business. If you are interested in career advancement at Estes,
this is the position for you!
Schedule, verify, and investigate pickups, resolve problems, direct customer
concerns to appropriate party for further assistance and final resolution.
Identify and overcome customer objections and complaints by responding to
inquiries with clarifying information through research. Keep management
informed, escalating issues as needed.
Build rapport with customers by greeting them in a courteous, friendly, and
professional manner
Document all contact call or e-mail details in Customer Relationship
Management (CRM) system according to standard operating procedures.
Maintain Quality Assurance requirements and other key performance metrics
Participate in all department meetings
Responsible for the maintenance of all Company issued equipment in good
working order. Accountable for immediately reporting internet, power or other
connectivity issues to management
Provide customers with product and service information, recognizing
opportunities to upsell
Contribute ideas on ways to resolve problems to better serve the customer
and/or improve productivity
May provide incidental coverage for receptionist when needed
Regular attendance is required.
This is not an all-inclusive list of job requirements and/or duties and may
not contain all mental and physical capabilities necessary to perform the job
at all times due to circumstances. Operational, safety and other needs may
require the employee to perform any and all other duties as assigned.
Employees are expected, and must be able to perform all such duties and
tasks.
Qualifications:
High School or General Educational Degree (GED), or any combination of
education and experience, which would provide an equivalent background
Flexibility to work various shifts/schedules and willingness to work
additional hours with little notice required
Confident, friendly, professional, with a strong work ethic required
Ability to professionally and calmly deal with a wide variety of customer
communication styles required
Ability to effectively and accurately communicate in writing and on the
telephone required
Call Center or Customer facing experience strongly preferred; knowledge of
Transportation industry a plus
Ability to listen attentively to customer needs and concerns; demonstrating
empathy
Ability to easily maneuver between multiple websites and computer screens
Working knowledge of Microsoft Office; experience with CRM, AS/400 helpful
Must be able to lift approximately 20 lbs., or more if required by the
essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code
of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume
environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with
written information and documents such as safety rules, operations /
procedure manuals and maintenance instructions with a high comprehension and
concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and
will be subject to a criminal history background check
Must be authorized to work in the United States
Physical Demands:
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions. While performing the duties of this job, the
employee is regularly required to talk or hear. Specific vision abilities
required by this job include close vision, distance vision, peripheral vision,
depth perception and ability to adjust focus. The employee is frequently
required to sit and use hands to finger, handle, or feel or operate computers
and other standard office equipment. The employee is occasionally required to
stand, walk, lift, twist, turn and reach with hands and arms. The employee must
be capable of lifting a minimum of 20 lbs., or more if required by the essential
functions of the job.
Work Environment:
The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions. The noise level in the work environment ranges
from quiet to loud as required by the essential functions of the job.
Estes values a diverse workforce and affirmatively promotes a company culture
that embraces the concept that outcomes are improved when our workforce is made
up of people with different viewpoints. All qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, status as a
protected veteran or any other characteristic protected by law. Come find your
new career at Work4Estes.com! Applications are accepted online only through this
website. If you need an accommodation to apply, call the number on the website.