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Bilingual Customer Care Representative I

Company: Estes Express Lines
Location: Richmond
Posted on: December 9, 2018

Job Description:

**13096BR** **Posting Title:** Bilingual Customer Care Representative I **Estes Facility:** Corporate Headquarters **Job Summary:** **BILINGUAL SPANISH AND ENGLISH** To interact, primarily by telephone or email, with internal and external customers of Estes Express Lines to resolve issues while working within all policies and established procedures of the company. + Schedule, verify, and investigate pickups, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution. + Build rapport with customers by greeting them in a courteous, friendly, and professional manner + Identify and overcome customer objections. Gather accurate information from computer screens, calling terminals and other departments to confirm or gather additional information as needed to share with customer + Assist with basic billing issues + Retrieve voice mail messages responding or distributing according to instructions. + Track shipments for customers, providing delivery status and ETAs + Provide imaged documents as requested by authorized parties + Process credit card payments + Meet Quality requirements and other key performance metrics + May provide incidental coverage for receptionist when needed + Regular attendance is required. + This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks. **Qualifications** + High School Diploma or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background + Call Center or Customer facing experience strongly preferred; knowledge of Transportation industry a plus + Flexibility to work various shifts/schedules and willingness to work additional hours with little notice + Confident, friendly, professional, with a strong work ethic + Ability to listen attentively to customer needs and concerns; demonstrating empathy + Demonstrated ability to rapidly gain product knowledge and learn customer service software applications + Ability to effectively and accurately communicate in writing and on the telephone required Required + Ability to easily maneuver between multiple websites and computer screens + Working knowledge of Word, Excel, and Outlook; experience with AS/400helpful + Ability to professionally and calmly deal with a wide variety of customer communication styles required Required + Must be able to comply with all company policies, rules, procedures and Code of Conduct + Must be able to interact well with others + Must be able to work independently, or in a team setting + Must be capable of working under tight time constraints in a high volume environment with multiple priorities + Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines + Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check + Must be authorized to work in the United States **Auto req ID:** 13096BR **State:** Virginia **Organization Level:** Corporate **Company:** Estes Express Lines **Job Category:** Customer Service **Employment Type:** Full-Time **City:** Richmond **Equal Employment Opportunity:** EOE/Vets/Disabled

Keywords: Estes Express Lines, Richmond , Bilingual Customer Care Representative I, Other , Richmond, Virginia

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