About the job
NOW Courier is actively seeking a dedicated and customer-centric Customer Service Representative to enhance our dynamic delivery operations. In this pivotal role, you will be the primary liaison for our customers, ensuring exceptional service delivery, effective communication, and swift resolution of any issues that may arise. You will collaborate closely with our drivers, dispatch, and operations teams to uphold service quality, navigate delivery challenges, and drive process enhancements. Your ability to maintain meticulous records and support the on-demand service team will be crucial. If you excel in a fast-paced environment and are passionate about providing outstanding service, we encourage you to apply.
Key Responsibilities:
- Implement customer experience strategies across multiple touch points and channels.
- Recommend improvements to enhance overall customer satisfaction.
- Respond to inquiries regarding accounts and services promptly.
- Ensure adherence to customer Service Level Agreements (SLAs).
- Monitor recurring service issues and communicate them to relevant teams for resolution.
- Conduct customer surveys to gauge satisfaction and ensure issues are resolved effectively.
- Accurately enter and track service orders and maintain up-to-date account information.
- Manage invoicing for assigned customers, escalating issues as necessary.
- Interview customers to gather information and clarify available services.
- Encourage interest in additional services and facilitate handoffs to sales representatives.
- Coordinate with the Sales Department for onboarding new clients.
- Assist colleagues in monitoring route performance metrics.
- Support the launch of new or revised routes and assist with on-demand services as required.
- Dispatch on-demand orders in line with company and customer expectations.
Supervisory Responsibilities: This position does not entail supervising other employees.
Requirements: A successful candidate must fulfill the essential duties as outlined by NOW Courier. Reasonable accommodations may be made for individuals with disabilities.
Education and Experience: High School Diploma or G. E. D. with a minimum of two years of relevant experience or training.
