We are looking for a customer-oriented service representative and dispatcher. You will act as a liaison, provide services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. While the dispatching you will be required to make on your toes decisions with orders that comin inconsistently throughout the day. The responsibility will be for managing and directing a fleet of drivers and solve any problems that the driver may run into. We are looking for someone who is patient, empathetic, and passionately communicative but precise, clear, direct, and decisive when necessary. Sterling Express is looking for someone who can put themselves in their customers’ or drivers' shoes and advocate for them when necessary. Problem-solving and proactivity must come naturally to be able to calmly make the tough and fast-paced decisions that are required everyday. You must be confident at troubleshooting and investigate, even if you don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, to respond efficiently to customer inquiries, and maintain high customer satisfaction.
Responsibilities
- Manage large amounts of incoming calls both from customers and drivers
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer and drivers
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers and drivers
- Collaborate with management to modify orders to accommodate the needs of customers
- Act as a communication liaison through answering incoming phone calls from drivers on the road
- Monitor any sudden order changes or road construction issues and work with drivers to establish new routes for timely deliveries
- Cultivate strong relationships with drivers and customers to reduce the stress that comes with last-minute order changes
Skills
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Familiarity with CXT system
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- If you know how to play chess or magic the gathering this position might be right for you
Work Remotely
Job Types: Full-time, Contract
Pay: $13.00 - $18.00 per hour
Expected hours: 30 per week
Benefits:
- Paid time off
- Professional development assistance
- Referral program
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekends as needed
Supplemental pay types:
Application Question(s):
- Do you know how to play chess or magic the gathering?
Education:
- High school or equivalent (Required)
Experience:
- Dispatching: 1 year (Required)
- Customer Service: 1 year (Required)
- On Demand logistics: 1 year (Required)
Language:
License/Certification:
Shift availability:
- Day Shift (Required)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Willingness to travel:
Work Location: In person