Call Center - Onsite Local Chat Agent at Express Messenger Systems, Inc in Chandler, Arizona

Job Description:

Summary:      Enhances the Customer Care Department by consistently providing the customer with high quality service. Acts as a liaison and provides issue resolution between the customer, the facilities, and the company to promote and advance positive relationships.

Start Date: June 7th, 2021

Schedule: Monday-Friday 12pm-9pm

Location: Onsite at OnTrac Corporate - Chandler, AZ (must be local to Phoenix, AZ Valley) 

Responsibilities:

1. Maintain and contribute to a safe work environment by adhering to policies and procedures as outlined in the Company Safety Program.


2. Answer inbound chats and calls from customers.


3. Make outbound calls to Customers, other departments and contractors to verify address/delivery information, request approval for fees, etc. in a clear, concise and professional manner.


4. Schedule on-calls for ad-hoc pickup requests.


5. Process customer generated Service Requests, including, but not limited to address changes, change of service, re-attempt requests, complaints, service failures, COD, etc.


6. Perform computer-based searches for customer information.


7. Schedule follow-up calls to ensure good service.


8. Explain all products and services, damaged goods procedures accurately and refer claims when necessary.


9. Utilize available resources to track and trace missing or misrouted packages.


10. Communicate with other departments and contractors via phones, e-mail and FasTrac in a clear, concise and professional manner to resolve pending customer issues.


11. Submit requests via e-mail for information to other departments within the organizationParticipate in team meetings and .


12. provide suggestions/feedback on Customer Care tasks/functions to identify process improvement opportunities to department Supervisor and/or Manager for review.


13. Adhere to all Company and Department policies and procedures at all times.


14. Perform any other task or assignment as deemed necessary by the organization.

Knowledge, Skills, and Abilities:

This position requires:

• A high level of system and product knowledge.


• Excellent oral and written communication skills.


• Strong ability to multi task on the computer using multiple programs and windows for extended periods of time.


• Strong attention to detail.


• Strong data entry / typing skills (Including 10 key) with minimal error ratio.


• Work effectively with team/work group to accomplish organizational goals.


• The ability to effectively present information and respond to questions.


• The ability to communicate and interface with internal employees and external customers.


• The ability to read and apply common sense understanding to carry out instructions furnished in written or oral form.


• The ability to deal with problems involving a few concrete variables in standardized situations.


• The ability to prioritize, maintain flexibility and complete multiple tasks in a timely manner in a fast paced, multi tasked environment.


• Tolerance for stress.


• Basic map reading skills required.


• Proficient in all MS Office software and custom company software.

 

Organizational Relationship:

Consults and coordinates with Customer Solutions team, Customer Care Supervisors, Customer Care Manager and works closely with all Customer Care staff, Operations and Delivery personnel.

 

Application:

Proficiency in keyboarding required (minimum of 45 wpm).

Work Environment:

While performing the duties of this job, the employee will work in an office or remote work environment.  The noise level is usually moderate.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and to speak or hear.  Specific vision abilities include close vision.  Employee is frequently asked to read documents. 

Minimum Requirements:

• Passing score on writing proficiency exam.


• Previous customer service experience.


• Previous call center experience.


• Chat experience desired.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description

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