Customer Service Representative I - Rockford

Location:

Onsite in Rockford, IL

Schedule:

Monday - Friday, 8am – 5pm

Salary range:

$15.74 - $21.63, depending upon experience

What work will you perform?

The Customer Service Representative I (“CSRI”) is primarily responsible for providing excellent customer service to anyone calling Landstar.  This includes Landstar’s customers, agents, BCOs, and other third-party carriers. As the first line of contact, Landstar’s CSR’s respond to inquiries, provide information, and provide basic support with the intention of resolving routine issues and requests in a single call.  Your ability to actively listen, manage high call volumes, create and save detailed interaction notes and leave the customer with a positive impression are paramount to being successful in this role.

Essential Responsibilities:

• Consistently manage high volumes of inbound and outbound customer interactions via phone calls, emails, chat and SMS across multiple lines of business/product lines.
• Respond to inquiries seeking general information on Landstar’s services and processes.
• Identify and assess customer needs. Resolve routine questions, issues, and complaints by providing information and mostly standard solutions to customers, agents, BCOs and third-party carriers. Act in the capacity of a liaison between these parties during the resolution process.
• Able to resolve most calls without escalation while avoiding unnecessary transfers.
• Utilize Talkdesk and other systems to handle and accurately document interactions.  Documentation must clearly summarize all issues and the resolution so that all parties are able to follow up with customers with complete knowledge of the situation.   
• Adhere to assigned work schedule and flex as needed.   

Required Minimum Experience and Education:

• High school diploma or equivalent.

• 6 months of related customer service or call center experience

Preferred Experience and Education:

• Prior experience in transportation services or logistics is preferred

Knowledge, Skills, and Abilities:

• Communication Skills: The ability to communicate clearly and concisely both orally and in writing. Must also possess strong listening skills including the ability to discern/ evaluate caller’s issues and respond appropriately.
• Problem Solving: Must be able to understand and resolve problems quickly and accurately.
• Time Management: Must be able to handle calls efficiently, multi-task, and prioritize.
• Computer Systems/ Technology Skills: Ability to use multiple web-based tools to support customer needs simultaneously and to accurately document all interactions. 
• Mutli-tasking:  Must be able to perform more than one task or media (e.g., phone, email, chat, etc.) simultaneously.  This skill often entails using multiple media to obtain information and finalize resolution direction.
• Ability and willingness to continuously train and become conversant in multiple lines of business