Job description

We are looking for a customer-oriented service representative and dispatcher. A customer service representative, or CSR, will act as a liaison, provide services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. While the dispatcher is responsible for managing and directing a fleet of drivers and solve any problems that the driver may run into. We are looking for someone who is patient, empathetic, and passionately communicative but precise, clear, direct, and decisive when necessary. Sterling Express is looking for someone who can put themselves in their customers’ or drivers' shoes and advocate for them when necessary. Customer service is everything our company stands for and our customer feedback is priceless. Problem-solving comes naturally to customer care specialists and dispatchers. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls both from customers and drivers
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Collaborate with management to modify orders to accommodate the needs of customers
• Act as a communication liaison through answering incoming phone calls from drivers on the road
• Cultivate strong relationships with drivers and customers to reduce the stress that comes with last-minute order changes
• Monitor any sudden order changes or road construction issues and work with drivers to establish new routes for timely deliveries

Skills

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CXT system
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• If you know how to play chess or magic the gathering this position might be right for you

Job Types: Full-time, Contract

Pay: $15.00 - $20.00 per hour

Benefits:

• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• On call

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Language:

• Spanish (Preferred)
• English (Required)

License/Certification:

• TWIC Card (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Willingness to travel:

• 50% (Preferred)

Contract Length:

• Varies

Contract Renewal:

• Likely

Work Location:

• One location

Communication method(s) used:

• Email
• Phone

This Job Is:

• A job for which all ages, including older job seekers, are encouraged to apply

Company's website:

• https://www.sterlingexpress.com/

Benefit Conditions:

• Waiting period may apply

Work Remotely:

• No

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

Work Location: In person

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