TOC CUSTOMER SERVICE REPRESENTATIVE

The TOC Customer Service Representative (CSR) provides essential support to the 24/7 Transportation Operations Center (TOC). This role requires effective communication and problem-solving skills to assist drivers, stores, and field teams with delivery assistance, travel guidance, on-the-road support, and store operations support through phone, SMS, email, and chat. CSRs play a crucial part in ensuring successful customer service interactions by offering real-time support to addressing issues promptly.

Job Responsibility

Customer Support (65%)

• Responds promptly to drivers, stores, and field teams via phone, SMS, email, and chat for delivery, travel, navigation, and operations inquiries.
• Assists with onsite delivery challenges and provides troubleshooting support to resolve issues quickly.
• Escalates complex cases to higher-level support as needed to ensure effective problem resolution.
• Coordinates with store operations teams to provide necessary delivery details and resolve issues effectively.

Issue Documentation & Case Management (25%)

• Logs support interactions accurately in ServiceNow to maintain a comprehensive record of cases.
• Tracks and monitors ongoing issues to ensure timely resolutions, escalating unresolved cases as necessary.
• Documents resolution steps and key updates to support seamless case handover between shifts.

Team Collaboration & Communication (10%)

• Fosters a positive and collaborative team environment by communicating openly and effectively with colleagues.
• Participates in team meetings to discuss cases and share best practices for improved service delivery.
• Supports a seamless 24/7 operation by ensuring effective handovers and updates between shifts.

Job Qualifications

• Proven customer service skills with a proactive approach to problem-solving.
• Ability to operate with a sense of urgency and manage multiple cases simultaneously.
• Demonstrated effectiveness in written and verbal communication, fostering teamwork and constructive collaboration.
• Ability to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail.

Education/Experience

• High school diploma or GED required.
• 1-2 years of customer service experience, ideally in a fast-paced or logistics-related environment.
• Familiarity with CRM systems such as ServiceNow is preferred.