Customer Service Representative

Mccloud Services Chicago , IL 60602

Posted 2 months ago

Overview

McCloud Services is seeking a professional Customer Service Representative who enjoys a fast-paced, team oriented call center environment. Our CSR's serve primarily as our front line of customer support and provide scheduling and dispatch for our operations team in the field. You'll also provide information about products, services, and pricing as well as take orders and upsell accounts where appropriate.

The ideal candidate thrives in a collaborative team environment, is focused on the needs of the customers as well as the needs of the CSR team, and loves talking with others to help resolve their problems.

McCloud Services offers our employees a great benefit program!

We want to help our employees build a great future. Put your skills and energy to work at McCloud and enjoy these great benefits to make your health, financial, and work/life balance the best it can be!

Health and Well Being:

  • Blue Cross medical insurance plan options to fit your individual needs

  • Wellness discounts on your contribution!

  • Prescription drug program

  • Dental plan

  • Vision plan

Financial Security:

  • Competitive base compensation with incentive pay programs

  • 401(k) Savings Plan with immediately vesting company matching contribution

  • Life insurance, 100% company paid (with options to buy up)

  • Long and short term disability insurance, 100% company paid

  • Flexible Spending Plan for medical and childcare expenses

Work/Life Balance:

  • Full time, year-round employment

  • Paid training and in-depth orientation

  • A highly experienced team of professionals to work with

  • Paid time off including holidays with Vacation and Personal Days available Day 1!

  • Recognition programs and advancement opportunities

  • Company paid employee assistance program

Responsibilities

Responsibilities

  • Dispatch and scheduling for operations team

  • Customer communication via phone, email, web-chat or any other communication channel

  • Resolve customer inquires in a timely and friendly manner

  • Accurate data entry and account maintenance

  • Sales & operations support

  • Account set-up and maintenance

  • Backup for Customer Service Administrators, back office data entry, auditing and account set-up.

Performance Expectations

  • Meet business defined customer satisfaction rates.

  • Meet business defined measures for qualify of phone calls and data entry.

  • Meet business defined KPI measures

Qualifications

Qualifications

  • High school diploma or equivalent required.

  • Demonstrate strong communication skills and comfortable dealing with customers and prospects on the phone.

  • Warm, friendly, outgoing personality.

  • Excellent organizational, time management and problem solving skills.

  • Proficient in data entry and familiar with computer systems including Microsoft products, typing speed above 45 words per minute.

  • Computer and phone skills.

  • Must satisfy all qualifications and requirements of the position including the ability to physically perform all of the job duties of that position, with or without reasonable accommodation.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Representative

Gatx Corporation

Posted 2 days ago

VIEW JOBS 11/18/2018 12:00:00 AM 2019-02-16T00:00 GATX: Who are we? We are known worldwide as a leader in leasing transportation assets and control one of the largest railcar fleets in the world. The key to our long-term growth and success is attracting and retaining the most talented people from around the world. We seek individuals who are creative, intuitive, driven, intellectually curious and eager to join a dynamic organization where high-quality work, collaboration and dedication are deeply woven into the corporate culture. What will you be doing? This position is the primary contact person in establishing, maintaining and managing the relationship with our customers for all activities (aside from the sales function) involved in the management of all customer-related service inquiries. This position will also have a material impact on GATX's ability to satisfy our customers and maintain our industry reputation as a leader in the railcar leasing market. Utilizing a "Value Added" service philosophy, this position will play a major role in meeting our target goals of revenue, service and profitability. The incumbent will be team-focused individual and capable of providing the levels of service necessary to achieve the highest degree of Customer loyalty. The incumbent must develop a good understanding of the functions performed by other members of the Customer Support team and a thorough understanding of the Car Service contract. The incumbent must demonstrate an aptitude for developing railcar technical knowledge. This includes, but is not limited to, coordination of services related to the existing fleet of GATX railcars. Key Activities: * Maintenance of Cars * Respond to customer requests to shop car for compliance, bad order and Destroyed and Damaged Car Tracking (DDCT) incidents. Understand the necessary railcar repairs needed to determine the appropriate repair facility type such as major shop, fast track or mobile repair. Utilizing (Service Event Management system) SEM, communicate these requirements to the appropriate shop including the related documentation i.e. Safety Data Sheet (SDS), customer spec, cleaning certificate. Determine if rental abatement should be provided. * Analyze repair estimates and communicate customer liability charges to the customer. Provide all necessary shop documentation to justify railcar repairs i.e. photos, lining report, tank report, etc. Utilizing customer specific contract knowledge determine if there are customer liability items that should be owner's responsibility rather than customer's. Obtain customer approval for repairs. This may include multiple revisions that need to be presented, and explained, to the customer. Communicate final approval to Billing Department for invoicing. * Serve as a liaison for researching, analyzing and communicating customer related rejects and defects to all appropriate parties. * Monitor and utilize reports for shopping related issues including first advice, cars enroute, repair authorizations, and Projected Out Date (POD). * Provide prompt and accurate responses to all customer inquiries: * Serve as main contact in dealing with our customers for all activities (outside the sales function) related to the management and utilization of the GATX leased railcar. This includes, but is not limited to, providing assistance to our customers in the areas of problem solving, technical assistance, service planning, resolution of invoice disputes, mygatxrail.com, opportunity improvement reports (OIRs), improvement orders (IOs), billing approvals and inquiries. Responsible for consulting other support departments (Engineering, Maintenance, Billing, Legal, etc.) when necessary to resolve customer requests. * Regulatory Compliance: * Monitor compliance requirements and work with customers to keep cars in compliance per AAR regulations while meeting individual, departmental and company goals. Coordinate with network loading and customers to develop service plans that optimize the utilization of shop space and improve on cycle time. * Interact and contribute as a member of a regional team to accomplish team goals: * Participate in regional team meetings to discuss customer and goal-related items such as shop hold points, compliance goals, rental abatement, non-recoverables, shipped unresolved, and cars enroute to shop. Support team members as necessary not limited to phone, email and task oriented activities. * Gather and maintain accuracy of customer related information: * Maintain Customer specifications by participating in comprehensive quarterly spec reviews with engineering and shop representation. Collaborate with customer to ensure requirements of the spec as it relates to linings, interior conditions, gaskets, fittings and is consistent with GATX standards. * Gather and maintain user provisioning information as it relates to mygatxrail.com. * Manage customer contact and mailing addresses information for use with compliance mailings, invoicing, and global customer communications. * Participate in the improvement of processes, procedures and systems: * Demonstrate proficient use in all systems available to the customer service group. * Participate in cross-functional team for IT and continuous improvement projects as it relates to customer service systems and processes. What is required of you? * Bachelor degree (preferred); equivalent industry or customer facing experience acceptable. * 2 – 4 years' experience in a customer facing or industry related job * General rail industry knowledge preferred * Strong PC skills are required with a good knowledge of Microsoft Applications * SAP experience is preferred * Some travel required. Usually to visit customers or participate in customer related events. What are we looking for? * Customer service skills * Communication skills * Interpersonal skills * Problem solving skills * Negotiation skills * Organization skills * Team Focused Other things to note: * The nature of the job requires extensive interaction with the key contributors at GATX, GATX's suppliers and customer organizations. * Some travel required. Usually to visit customers or participate in customer related events. GATX embraces diversity and we are proud to be an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Follow us on LinkedIn! Gatx Corporation Chicago IL

Customer Service Representative

Mccloud Services