• Partners with field operations; managers, contractors, drivers, and aides as a support mechanism.

• Validate driver check in and load out process by maintaining bi-hourly reporting by market.

• Answering or making high volume calls to customers and address their needs, complaints, or other issues with services or products.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring the customer feels supported and valued.

• Engage in active listening with callers confirming or clarifying information and diffusing angry customers by being empathetic as needed.

• Utilizing software, scripts, databases, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

• Joining a team of call center representatives and building a positive relationship of teamwork, trust, and excellence.

• Participating in training and striving to increase and improve existing skills.

• Adhering to all company policies and procedures.

• Maintaining confidentiality of information.

• Perform other duties as the need arises.

Knowledge and Skill Requirements:

• High School Diploma or equivalent.

• More education or experience may be preferred.

• Ability to work overtime as needed and flexibility in schedule.

• Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.

• Understanding of company products, services, and policies.

• Proficiency with computers, especially with CRM software, strong typing skills, and MS office suites.

• Ability to ask prying questions and diffuse tense situations.

• Strong time management and decision-making skills.

• Adaptability and accountability.

• Attention to detail and ability to manage priorities and workflow in a fast-paced environment.

• Ability to sit at a desk for extended periods.