Job Details
Description
At Truckstop.com, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike.
We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other’s back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher.
Join a team of brilliant minds and generous hearts who care deeply about other’s success.
Position Summary:
The Customer Support Specialist position is considered Truckstop.com’s “front line” in which the employee interacts with customers in response to questions and problem solving, with the intent to end the call with a satisfied customer. The position spends more than 75 percent of the work day in direct customer service contact via telephone.
Essential Job Functions:
Provide information to customers by verifying their requests; answering questions; and offering assistance. Communicate with customers using the established phone and email etiquette.
Find a satisfactory solution to a given problem per standard operating procedures. Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expediting correction or adjustment; following up as needed to ensure resolution. Possible behavior modification on the side of the employee to calm a customer as needed.
Troubleshoot with customers if they are experiencing website issues.
Track and document account information.
Position Requirements:
High school diploma or equivalent
Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
Ability to become familiar with company products and navigate systems in a reasonable amount of time
Ability to communicate effectively verbally and in writing, including working with upset customers
Ability to understand, problem solve and respond to a customers’ needs in a timely manner
Ability to perform detailed, accurate data entry and meticulous attention to detail
Ability to multi-task, prioritize work and manage own time to meet department goals and deadlines
Ability to maintain cooperative effective working relationships within the company
Support a team environment, focused on the greater good and eager to pitch in to help when needed
The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.