Customer Service Representative

3 hours ago

Ottawa, Canada American Expediting Full time

**Customer Service Representative**

**Onsite - Ottawa**

Must have flexibility to cover other days/hours when needed

**SUMMARY**: The Customer Service Representative (CSR) is tasked with greeting the customer and securing the information necessary to design the appropriate solution to their request. Most often this is to place a request for a new transportation service, other times it is to update the customer on the status of an existing task or to make changes to a task in progress. Additionally, the CSR interacts with dispatchers, and prospective customers. The role of the CSR could not be more important as the professionalism, efficiency and knowledge of the CSR paint a picture of our company in the eyes of the caller.

**RESPONSIBILITIES**:

- Collect and maintain appropriate customer data
- Work with customers to ensure that collection requirements are met and that they are always kept informed during the process to ensure visibility
- Confer with customers or supervising personnel to address questions, problems, and requests for service
- Handle customer complaints: Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Other duties/tasks as assigned

**SKILLS**:

- Interpersonal skills; ability to foster teamwork and motivate/coach others
- Knowledge of principles and processes for providing customer service
- Familiar with time zones and military time
- Knowledge of local and regional geographical area; accurately and quickly read maps
- Decisive under pressure and time constraints
- Excellent **_bilingual_** verbal **_and written_** communication and problem-solving skills preferred

**QUALIFICATIONS**:

- High School diploma/GED; Associates degree or other vocational/technical school training beyond high school is preferred
- Flexibility in working hours required

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