{"id":4334081,"url":"https://alion.io/job/dollar-general-toc-customer-service-representative","title":"TOC CUSTOMER SERVICE REPRESENTATIVE","company":{"id":1759747,"name":"Dollar General","domain":"dollargeneral.com","url":"https://alion.io/company/dollargeneral-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":124,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-15T07:52:55Z"}},"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":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-13T21:15:31Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-15T10:11:32Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nJob Responsibility\nCustomer Support (65%)\nResponds promptly to drivers, stores, and field teams via phone, SMS, email, and chat for delivery, travel, navigation, and operations inquiries.\nAssists with onsite delivery challenges and provides troubleshooting support to resolve issues quickly.\nEscalates complex cases to higher-level support as needed to ensure effective problem resolution.\nCoordinates with store operations teams to provide necessary delivery details and resolve issues effectively.\nIssue Documentation & Case Management (25%)\nLogs support interactions accurately in ServiceNow to maintain a comprehensive record of cases.\nTracks and monitors ongoing issues to ensure timely resolutions, escalating unresolved cases as necessary.\nDocuments resolution steps and key updates to support seamless case handover between shifts.\nTeam Collaboration & Communication (10%)\nFosters a positive and collaborative team environment by communicating openly and effectively with colleagues.\nParticipates in team meetings to discuss cases and share best practices for improved service delivery.\nSupports a seamless 24/7 operation by ensuring effective handovers and updates between shifts.\nJob Qualifications\nProven customer service skills with a proactive approach to problem-solving.\nAbility to operate with a sense of urgency and manage multiple cases simultaneously.\nDemonstrated effectiveness in written and verbal communication, fostering teamwork and constructive collaboration.\nAbility to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail.\nEducation/Experience\nHigh school diploma or GED required.\n1-2 years of customer service experience, ideally in a fast-paced or logistics-related environment.\nFamiliarity with CRM systems such as ServiceNow is 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