{"id":4061319,"url":"https://alion.io/job/dollar-general-toc-customer-service-associate","title":"TOC CUSTOMER SERVICE ASSOCIATE","company":{"id":1759747,"name":"Dollar General","domain":"dollargeneral.com","url":"https://alion.io/company/dollargeneral-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-09T22:45:30Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-11T08:47:44Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The TOC Customer Service Associate (CSA) supports the Transportation Operations Center’s 24/7 operation by managing complex cases, performing track and trace, and conducting detailed door alert reviews and store order support. This role requires strong analytical and critical thinking skills to handle complex issues independently and provide data-driven results. CSAs maintain a portfolio of cases for follow-up and are integral to the team’s ability to resolve issues that require advanced problem-solving.\nJob Responsibility\nComplex Case Management (65%)\nIndependently manages complex cases, including tracking and tracing activities and door alert reviews.\nUses critical thinking and analytical skills to assess, address, and resolve complex transportation and logistics issues.\nConducts thorough store order support, independently reviewing each case to ensure it aligns with TOC procedures and best practices.\nUses data insights to make informed, independent decisions that support operational efficiency and problem resolution.\nPortfolio & Case Follow-Up (20%)\nMaintains and tracks a portfolio of ongoing cases, ensuring proper follow-up and timely resolution.\nDocuments each case thoroughly in ServiceNow, with clear and accurate notes for consistency across shifts.\nProactively addresses case details to minimize repeated issues and support operational effectiveness.\nTeam Collaboration & Communication (15%)\nSupports CSRs during high-volume periods, ensuring a smooth workflow.\nOffers mentorship and case support to CSRs on more complex inquiries.\nPromotes teamwork by communicating effectively and positively within the TOC.\nCollaborates with other shifts to ensure smooth transitions in the 24/7 operation.\nActively participates in team meetings to discuss case outcomes and continuous improvement.\nJob Qualifications\nDemonstrated strength in customer service and case management, with a track record of handling complex issues independently.\nAdvanced analytical and critical thinking skills required for track and trace, door alert review, and store order support.\nAbility to operate with a sense of urgency, prioritizing tasks and ensuring swift resolution for time-critical cases.\nProven communication skills, both written and verbal, with a focus on fostering teamwork and constructive dialogue.\nEducation/Experience\nHigh school diploma or GED required; associate degree preferred.\n2+ years of customer service experience, ideally in logistics or transportation, with exposure to complex case management.\nExperience with CRM systems (e.g., ServiceNow) and strong problem-solving skills are highly preferred.","description_format":"text","description_chars":2624,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Retail & Shop Systems"],"lifecycle":[{"event":"open","at":"2026-11-11T08:44:00Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 44 · green card filings: 11","filings_12m":44,"filings_prev_12m":26,"green_card_filings_12m":11,"median_offered_wage_usd":128500,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:1","win:early","comp:junior,brand"],"computed_at":"2026-11-11T10:22:19Z"},"pay":null,"html_url":"https://alion.io/job/dollar-general-toc-customer-service-associate","json_url":"https://alion.io/job/dollar-general-toc-customer-service-associate.json","meta":{"generated_at":"2026-11-11T10:22:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17697,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1759747},"rest":"https://alion.io/mcp/rest/get_company?id=1759747"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdollar-general-toc-customer-service-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdollar-general-toc-customer-service-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdollar-general-toc-customer-service-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dollar-general-toc-customer-service-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdollar-general-toc-customer-service-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4061319}},{"tool":"search_jobs","arguments":{"company":"dollargeneral.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4061319},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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