Representative, Customer Service

Position Summary:
TRAC Intermodal is committed to providing the highest quality service and customer support and we pride ourselves on being customer centric. Working as part of the Customer Service team within the Customer Support group, the Customer Service Representative I (CSR I) role is our customers’ primary point of contact for their customer support needs. The CSR I role includes high-volume daily interactions with customers via phone and email to facilitate bookings of equipment and resolve inquiries and issues related to chassis usage quickly, effectively and completely.  Additionally, this role is responsible for collaborating and communicating with the necessary internal functional teams to bring all customer issues to resolution.  

 The goal of the Customer Service team is to make it easier for customers to do business with TRAC Intermodal which, in turn, drives customer loyalty to our brand.  The candidate will be responsible for creating a positive experience for the customer and will be involved in supporting many aspects of a customer’s daily operations.  As part of this, the Customer Service team must have the capacity to understand our customers’ needs and empathize with their pain points in order to provide them with the highest level of service.

 To be successful in this role, the candidate must be able to thrive in a fast-paced and demanding environment, have a high sense of urgency and produce accurate, timely results while balancing shifting priorities.  Candidate must be focused, hard-working, self-motivated, and a fast learner with an aptitude for researching and resolving customer issues in a professional and friendly manner.  Candidate must also be able to establish good working relationships with external and internal customers and drive positive outcomes.    

 Responsibilities:

• In addition, candidate may also perform standard Customer Service Representative I tasks and responsibilities, including but not limited to:
• Liaise with other functional teams to resolve customer issues 
• Provide customer interchanges to Billing team for update
• Educate and assist customers with road service repairs and policy
• Proficiency in various TRAC systems including: TRAC’s chassis event and billing management systems, online bare chassis reservation system, reporting and training hubs, customer registration portals, Bill Management portal, internal and corporate websites, Salesforce, Cisco phone system,  as well as third party terminal operating systems.
• Resolve customer inquiries and issues via phone and email in a professional and courteous manner 
• Assist customers with inquiries about announcements, terms and conditions, pool operating rules, new locations, etc.
• Assist customers with billing disputes (how to use the website), movement discrepancies, chassis return locations, road service issues, etc.
• Assist with customer on-boarding including TRAC Connect and EZBook user account setup, website introduction and walkthrough, and overview of facilities regardless of where in TRAC’s network of locations the customer operates
• Ensure that a reasonable resolution is proposed to the customer in a timely manner by:
  • Liaising with Pool Managers, Maintenance and Repair team, Legal, and any other internal departments in the process of solving customer problems.  
  • Collaborating on a daily basis with Sales, Billing & Collections, and Collections Departments in process of interacting with TRAC customers
• Monitor and place EZ Book bookings that are not automated into terminal operators’ systems
• Provide updates at relevant time intervals based on commitments made to the customer
• Learn and execute against standard service processes that span across operating areas
• Assess and escalate issues to Customer Service Representative II, as appropriate, to ensure timely and accurate resolution
• Provide on-boarding to motor carrier customers, including providing overviews of the following TRAC Intermodal offerings:
  • Various chassis pools, processes, operating rules and pool locations
  • Invoice payment and dispute process
  • TRAC Connect product and website
  • EZBook product and applications
• Perform outreach to customers regarding their chassis out over “x” days, coordinate and follow up on responses
• Maintain knowledge of TRAC Intermodal’s technology products and actively participate in UAT testing for system applications

 Qualifications:

• 3-5 years of experience working in a customer facing role. Intermodal/transportation industry experience beneficial, but not required. Direct customer service and/or contact center background/experience is preferred
• High School diploma or GED, Some college preferred. 
• Must be computer systems-oriented and proficient in Microsoft Word, Excel and Outlook. 
• Excellent communication and interpersonal skills required
• Professional written and verbal communication is a necessity
• Possess excellent spelling and grammatical skills. 
• Flexibility to quickly adapt to change. 
• Excel in a fast paced, team oriented and dynamic work environment and successfully prioritize tasks across multiple projects 
• 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  
• Ability to multitask – act and think quickly to assist customers
• Able to reprioritize based on changes that happen in a typical work day
• Solid work ethic, tenacious, and motivated to go the extra mile  
• Strong interpersonal, written and oral communication skills; engage with all levels/departments within the organization to create effective partnerships with other teams
• Must be proficient in Microsoft Word and Outlook; Expert Excel skills  
• Knowledge of intermodal industry is a plus 

 Special Position Requirements:

• This position requires long periods sitting behind a desk and extensive use of a telephone, and computer and in-house system applications.
• Role is responsible for an 8-hour shift with staggered coverage to ensure multiple time zone availability (shifts may start at 7AM, 8AM, 9AM, 10AM, or 11AM)