Customer Service Representative

The Customer Service Representative is responsible for covering inbound customer call traffic (both existing and new customers). These interactions are primarily related to the process of taking an order for the delivery of small packages to heavy freight. Customer Service Representatives are critically important to Pronto’s customer centricity attitude and are viewed as the “front end” of the customer relationship. This role is imperative to ensure our customers have a positive experience as they are often the only employee contact a customer may have with Pronto.

The following represent functions and activities that will be supported by the CSR when working within Pronto Delivery, Courier, and Logistics. Some adjustments may occur commensurate with the business climate, and marketplace and customer demand.

• Receive inbound calls to process orders, using our company software systems, for customers who are looking to deliver materials from Point A to Point B.
• Must be knowledgeable to answer general and specific questions/concerns and educate customers about vehicle capacities and company services to solve the customer needs and provide the highest level of Customer Service possible.
• Ensuring orders are processed in an efficient, timely, and accurate manner.
• Provide introductory information to new customers as applicable.
• On occasion, a CSR will act as a back-up to assist with orders customers place through an email process. The CSR will transcribe and enter the needed data into our company software systems to complete a delivery.
• CSRs may be asked to troubleshoot when a delivery did not occur as planned. This could include researching what occurred with a delivery and communicating that summary to the customer.
• On occasion, a CSR may escalate queries and concerns to their manager and/or other company leadership.
• Work with a team of CSRs and other key departments to find appropriate solutions where necessary.
• The CSR may be asked to assist with the onboarding and training of new CSRs when applicable.
• The CSR will be monitored using key call center metrics.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Work Location: In person