The Customer Service Representative is responsible for handling client calls with the highest level of professionalism and excellence in customer service and customer satisfaction to support, foster, and accentuate customer retention objectives with an emphasis on call resolution and fostering client relationships.

Role & Responsibilities:

• Provide top-level customer service meaning polite, knowledge but also excellent follow-through.
• Manage client call flow providing one-call resolution.
• Proactively identify and train clients on self-service options.
• Grant credit approvals or exceptions in the system for immediate funding.
• Educate clients to help resolve any questions or concerns. 
• Inform clients of other TBS services that are available that might help them. 
• Review clients’ accounts to send out Exhibit C’s and release letters as requested by the client.
• Send paperwork requested by the carrier including but not limited to invoices, short pay, fund delivery, and year-end reports. 
• Manage the customer service inbox and respond to our clients within an hour. 
• Make customer credit decisions within established guidelines.
• Meet or exceed all weekly goals granted through peak program and department goals.
• Make customer credit decisions within established guidelines and follow up with disputed factoring invoices.
• Other aspects needed to elevate the customer experience.

Personal Attributes and Special Requirements:

• Excellent customer service and people skills.
• High-level problem solver and multi-tasker with the ability to independently prioritize tasks.
• Dependable with exceptional attendance and time management skills. 
• 100% follow through and 0% “not my problem” attitude.
• Excellent written and verbal communication.

Qualifications and Requirements:

• Some industry knowledge of transportation, factoring, and finance sectors. 
• Ability to type efficiently and effectively without excessive errors. 
• Capacity to learn quickly and accurately apply and communicate the knowledge.