Customer Service Representative/ Call Center

Sunday-Thursday: 7pm-4am or 8pm-5am
Sunday-Thursday: 5pm-2am

Tuesday-Saturday: 8am-5pm
Tuesday-Saturday: 7pm-4am or 8pm-5am
Tuesday-Saturday: 5pm-2am

Friday-Monday (4 days -10 hours): 12pm-11pm

• Review customer or client accounts, providing updates and information about routes or stats.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Create and maintain a positive and cooperative working environment in stressful situations.
• Tracks call-related information for auditing and reporting purposes.
• Provides feedback reports on call issues related to downtime, weather and/or delivery issues
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• Maintains and updates customer information as necessary.
• Guide callers through troubleshooting, navigating the company site, entering an order or taking the order over the phone
• Call clients and customers to inform them about the status of an order or situation.
• Make outbound courtesy calls to clients advising them of the ETA (estimated time of arrival).
• Escalates calls to supervisor when necessary and appropriate.
• Collaborate with other call center professionals to improve customer service.
• Calmly attempts to resolve and de-escalate any issues.
• Anticipate and identify problems and take initiative to prevent or correct them.
• Utilization of dispatch software, maps and tracking systems to dispatch appropriate vehicles and provide directions.

• Effective communicator with strong ability to provide empathy and excellence customer experience
• Excellent organizational and interpersonal skills
• Ability to perform comfortably in a fast-paced work environment
• Previous experience in customer service preferred
• High School Diploma or GED equivalent
• Strong data entry and telephone skills
• Excellent listening, comprehension, communications (verbal and written) problem solving and customer service skills
• Working knowledge of Microsoft Office and ability to learn and utilize software applications
• Ability to work as a team member, as well as independently
• Ability to successfully execute many tasks simultaneously
• Previous experience with computers, phone systems, and headsets preferred

• Overtime may be required
• Must be flexible to work different shifts (days, nights, and weekends available) – Hours of operation 24hrs Monday through Sunday
• May be required to work scheduled holidays

Job Type: Full-time

Pay: $15.00 – $16.00 per hour

Benefits:

• Life Insurance
• Dental
• Vision
• 401k Matching
• Medical

Schedule:

• Monday to Friday
• Holidays
• Weekend availability
• 8 hour shift
• Evening shift
• Night shift

Ability to commute/relocate:

• Houston, TX 77064: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Call center: 2 years (Required)

Work Location: One location