Job: Customer Service Representative - Part Time

Jobing Description

Job Code: 1727
Division: West Chester
Location: WEST CHESTER, PA US
Travel Involved: None
Job Type: Part Time
Hours: 8 am - 3 pm
Job Level: Entry Level
Education: High School or equivalent
Skills: Customer Service -> Phone Support, Face-to-Face Support, Frontline Support, Call Center, Retail
Administrative Support -> Heavy Phones, Reception/Greeting

Category: Clerical Secretarial - Part Time,Customer Service
Position Summary:

Position Description:

Customer Service is the main point of contact for all Customer needs. CSRs predominantly interact with Customers (both internal and external) via phone, fax and e-mail to provide information in response to inquiries, to resolve issues, and to handle requests.

CSRs must be knowledgeable in all facets of our company to provide World Class Service to our Customers. They interact with people from every department, and it s critical for them to know where to direct a Customer when the need arises. CSRs must handle multiple tasks / assignments at once, be adaptable to change, be flexible to meet business needs, retain a significant amount of information, work well within a team as well as independently and be committed to continuous improvement.

Ideal CSR candidates consistently go above and beyond to ensure Customer satisfaction. They demonstrate professionalism, empathy, exceptional listening skills, strong attention to detail, a sense of urgency, strong written and verbal communication skills, a positive attitude, good judgment and problem solving skills, the ability to stay calm under intense pressure and excellent follow-up skills.

Position Responsibilities:

- Schedule pick-ups; trace shipments; provide shipment ETAs, rate quotes and freight charges; coordinate with internal departments as well as partners / delivery agents / brokers / container stations to schedule shipments and handle Customer issues; schedule delivery appointments; make proactive courtesy calls; handle reconsignments; coordinate communication with Customers, Drivers and A/R regarding Driver Collect and C.O.D. shipments; ensure accurate billing of shipments; compile and deliver custom reports; perform daily audits of reports, etc.
- Use multiple resources, reports, data and systems to provide proactive care for Customers.
- Document all Customer interactions for tracking purposes.
- Assist Customers with My Pyle registration and utilization of our web site.
- Understand and follow all processes and adhere to company policies.
- Meet the standards for all Key Performance Indicators (Call Quality, Process Knowledge Assessment, Adherence to Schedule, Make Busy %, Contacts Per Hour).
- Participate in on-going training, focus groups, meetings and process improvement initiatives.
- Contribute to the completion of special projects.
- Leadership may assign other duties as necessary.

Requirements

- At least 2 years of experience working with Customers
- Experience in a fast paced, changing work environment
- Must believe in and support the A. Duie Pyle Core Values
- Basic typing skills
- Computer literacy in a Windows based environment
- Knowledge of MS Word, Excel and Outlook
- Experience using e-mail and the internet
- Must be able to meet both quantitative and qualitative objectives
- Ability to prioritize tasks and meet deadlines independently
- Scheduling flexibility to meet the needs of the business, including early morning hours, evening hours and non-traditional holidays (6:30 am 7 pm scheduling flexibility desired)