Account Service Representative Account Service Representative

  • Department: Operations — Communications Center
  • Reports To: Inbound Manager
  • FLSA Status: Hourly

Summary:

Coordinates daily transportation activity to ensure service goals are achieved in a designated time frame. Must use good communications skills and be committed to being service-oriented. Analyzes and develops efficient schedules utilizing various scheduling software. Will continually monitor and update scheduled routes, and adjust to changes. Responsible for fair treatment of all independent drivers, and able to effectively communicates with field, CSR's, customers, supervisors, and managers. Uses DDS and Trapeze dispatch software to effectively dispatch and track pending trips and cabs.

Essential Duties and Responsibilities:

  • Provide exceptional quality of service and assists customers
  • Adhere to daily work schedule
  • Answer all incoming calls and enter trip requests, as well as direct calls for administration
  • Accurately enter voucher trips from faxes and/or online ordering systems
  • Communicate with major accounts and stay informed on account requirements
  • File faxes and research information on account requests
  • Check rates for potential passengers and provide general information on services
  • Handle all callbacks. Research customer concerns and provide information to the dispatcher.
  • If unable to help customer, the CSR will call on the Room Lead for assistance
  • Stay current on all service policies, procedures and orientation updates
  • Work closely with account managers to ensure high level of quality service
  • Able to assist and enter cash or voucher calls.

Knowledge, Skills and Experience Required for the Position:

  • At least six months customer service experience
  • Type 25 words per minute
  • Available to work all schedules
  • Computer experience required
  • Strong listening and verbal skills
  • Demonstrated teamwork and problem-solving skills

Education/Experience:

  • High School Diploma or equivalent

Language Skills:

  • Bilingual a plus but not required.

Fax your resume to: 602.200.5519