Customer Service Representative

Why Work Here?

Great culture, pay, benefits, and investment in your training and development.

With Master's Transportation, you can be part of a fast-growing, innovative company. Our new company headquarters located on 40 acres in Kansas City, MO, features a state-of-the-art, climate-controlled facility. The Master's leadership team values our people and supports their growth and positive employee experience. For people looking to contribute, build on their skills, and work together for shared success, it's an exciting time to join the company!

Benefits:

• Generous Paid Leave and 12 Paid Holidays.


• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.


• 401(k) with company match.


• Flexible Spending and Health Savings Accounts.


• Discounts for travel, entertainment and more.


• Investment in Employee Development
  
  
  
  

Job Title:   Customer Service Representative

Classification: Non-Exempt

Reports To: Manager of Call Center Operations

Position Type:  Full Time

Work Location:  Headquarters-Kansas City Metro

Work Environment & Hours: Professional office, on-site, daytime hours with weekends as needed.

Job Summary: The Customer Service Representative is extremely detailed, exhibits a high sense of accountability for workload, and enjoys process improvement and management. The CSR is responsible for providing effective and efficient responses to customer inquiries regarding company fleet rental services and facilitating the set-up and coordination of those services. They will utilize their experience and knowledge of company processes and procedures regarding rental and related services, to deliver professional and high-quality customer service to internal and external customers.


 

Essential Functions:   

• Answer calls from customers and respond to emails and other inquiries promptly and professionally, providing up to date information.


• Assist customers with booking and scheduling their bus rentals.  


• Ensure all requests and issues are routed to and received by the appropriate company contact. 


• Mentor and set a positive example for Associate team members.


• Assist managers and supervisors with training of Associates


• Communicate consistently and concisely with team members and management on all relevant customer service interactions. 


• Remain informed and current on all updates or changes to customer service processes and service offerings. 


• Actively participate in any required meetings or trainings and be responsible for implementing training and team objectives, as directed.


• Handle customer complaints, inquiries, and requests. Document customer interactions and provide follow-up as needed. Monitor customer feedback and provide insights to management. 
  
  
   

Competencies:

• Product Expertise.  


• Professional communication 


• Team player with strong interpersonal skills. 


• Time management and efficient organizational skills


• Problem-solving 


• Multi-tasking with attention to detail


• Knowledge and execution of best practices and procedures for customer service


• Ability to manage multiple tasks and priorities.


• Self-motivated and actively engaged. 

Supervisory Responsibilities:

None

Work Environment: 

Office

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Required Education/Experience/Certifications:

• Education: High School Diploma or GED 


• Experience: 2-3 years customer service experience, with emphasis on call centers


• Technical skills: Proficient computer skills, competency with Microsoft Office and Customer Relationship Management (CRM) software and tools

Preferred Education/Experience/Certifications:

• Associate or bachelor’s degree  


• Fleet rental and services experience


• CRM certification

Travel Requirements

None

Other Duties 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.