Senior Customer Service Representative (Virtual, US)

Senior Customer Service Representative (Virtual, US)

Overview

Respond to customer phone calls, emails and letters related to inquiries, disputes, and restitution; ensure equitable and timely resolution through coordination with all parties that can impact decisions (agents, driver(s), Operations, Revenue Accounting, Credit/Collection). Maintain knowledge of mainframe screens as they relate to shipment status and Operations. Mediate inconvenience claim settlements, provide customers with updates during delays, and communicate with service providers when an impasse exists. Review shipping documents, tariff charges, and invoices; negotiate price adjustments when warranted. Interpret Customer Service and Operations systems to obtain shipment status and promptly respond to potential service problems. Document all phone conversations for internal and external sharing.

What You'll Be Doing

• 60% Resolve and provide timely and thorough handli...