Customer Support Representative

Flexi-Van Leasing LLC•Scottsdale, AZ

10d•Hybrid

About The Position

Customer Support Representative Position Summary The Customer Support Representative (CSR) is the primary point of contact for customer service inquiries as the account manager. The CSR’s job is to assist the customer in a professional, cordial, and effective manner, to assess the situation quickly and work to resolve it fully. The CSR will capture all the relevant data points in the designated CRM system facilitating efficient handling, monitoring and management of customer issues. The CSR will serve as a customer advocate with a focus on delivering positive results for customers. CSR Ownership commences from when the initial inquiry is received and continues until completely resolved to the customer’s satisfaction. The CSR will demonstrate the ability to solve customer problems, promote processes, technology, and system improvements that enhance the customer experience, and establish excellent relationships with customers. All these efforts aim to reduce complexity for our customers and build customer satisfaction.

Requirements

Strong Communication skills – verbal and written
Strong capability to build positive customer relationships
Listening skills
Proactive Problem and analysis & problem-solving
Data collection and computer input
Ability to excel in a fast paced and dynamic work environment
Must be detail-oriented, accurate, and inquisitive
Must be able to multi-task and work independently as well as contribute to the overall success of the team
Must have knowledge of the geographic locations within the United States
High school diploma and college degree preferred
5+ years’ experience working in a customer-facing role with demonstrated understanding of customer focus and customer satisfaction
Knowledge of customer service principles and practices as a disciplined preferred
Transportation/Equipment knowledge preferred
Proficient with Microsoft Word, Excel, and Outlook
Experience in CRM like tools
Proficient with web-based applications
Basic knowledge of operating systems

Responsibilities

As Account Manager, respond to incoming calls from customers in a timely, professional, and courteous fashion including but not limited to: Account registration
Billing disputes
Status inquiries
Movement discrepancies
Chassis return locations
Over the Road Service
Problem Resolution with the Depots, Off Dock CY’s, and Service Centers to Assist Customer/Motor Carrier
Create Bookings
Approve Bookings
Update & Modify Bookings
Cancel Bookings
Monitor Customer Email Box
Onboarding of New Customers (Salesforce)
Offer Registration Assistance to Customers with the UIIA, AIM360, MyflexiVan, and ChassisNow.
Verify inventory availability with Operations & Service Centers
Review the customers’ current chassis usage (do they currently have chassis out on lease)
Initiate customer contact (phone & Email)
Review with customers any chassis they may have in their possession and ask if they want to convert it to their new lease
Reconcile the chassis usage with the contract/tariff
Update CAMS with any current chassis in their possession, and convert them to new Term Contract
Coordinates pick up of remaining chassis with customer and Operations
Register customer with AIM360 if they are not already a current user
Ensure all Geo-Fence requests have been completed
Schedule AIM360 training with the customer
Provide AIM360 training to customers
Expedite chassis deliveries until such a time all chassis have been fulfilled for new contract
Review and update Inventory by Region
Generate Sales Leads to Commercial via Salesforce Chatter
Street Turn Request from Motor Carrier (AIM360)
Out of Network - Reconcile Dedicated Accounts Motor Carrier Transactions
Send Daily Shift Turn Over Report (day/night)
Other duties as assigned