Customer Service Professional

Location: Fort Wayne, IN
Date Posted: 04-02-2018
Intelenet Global Services in Fort Wayne is looking for Customer Service Representatives on our Moving & Transportation team!

The primary function of a Customer Service Representative is to provide extraordinary customer care to a high end client base. The role will be responsible for ensuring that our orders are processed properly from scope of services to confirmation and authorization of services.  Will need to be available to work Monday-Friday, from 10am-6:30pm or 11am-8pm ET.

 
Job Duties
  • Manage work queue of incoming orders from variety of sources including phone calls, direct website orders, and moving company orders
  • Answers telephone and/or emails in a timely, polite and professional manner
  • Responds to inquiries, complaints, or processes transactions ranging from simple to highly complex
  • Uses tools to provide customer support and complete system documentation
  • Understands program services and requirement and able to apply knowledge
  • Gather information to document accurately and efficiently
  • Check for potential service failures/delays in service, and confirm service schedule times with shippers and technicians.
  • Locate and assign technicians to fulfill all orders including unscheduled and last minute job orders.
  • Ensure the proper authorization process is followed if additional items are added to the order, including obtaining permission from the moving coordinator.
  • Create and Maintain relationships with vendors/technicians and movers.
  • Using a variety of tools, including internet searches, locate, qualify and contract with new vendors as to continually service customer’s needs. Enter new contracted vendors/technicians to the database.
  • Negotiate best pricing for services provided by technicians on all job orders. Ensure technicians are fully aware of and agree to our service and billing requirements.
  • Work with the billing department to resolve technician billing issues
  • Follows established client and Intelenet policies and procedures, including but not limited to system and tool usage, customer experience management, and product guidelines
  • Initiates escalation as appropriate to ensure leadership awareness of problems
  • Excellent attendance is an essential function including:
    • Punctual arrival to work
    • Adherence to break and lunch schedules
    • Follows all other attendance guidelines
 
Skills
  • Experience in a moving company, shipping department and/or dispatching of service is highly desired.
  • Proficient computer skills including the use of email and excel/spreadsheets; the ability to learn Outlook and other software programs
  • Ability to easily navigate web sites and use multiple computer programs simultaneously, required
  • Excellent written and verbal communication skills, required
  • Ability to navigate a computerized data entry system or other relevant applications, required
  • Ability to work in an often changing and fast paced environment
  • Ability to sit continuously during work shift
  • Ability to communicate in a visual and auditory manner with fellow associates and customers
  • Able to perform repetitive or continuous activity according to set procedure
  • Able to perform under stressful situation when confronted with unusual situations
  • Able to perform within demands of precise attainment of set limits, tolerances or standards
  • Able to follow specific instructions and perform without room for independent action or judgment
  • Able to make generalizations, judgments or decisions based on subjective or objective criteria
  • Planning and organizing skills
  • Good interpersonal and customer service skills
  • Ability to work in a team environment
  • Ability to work 10am-6:30pm or 11am-8pm ET


Position closes 4.11.18 and training starts 4.16.18 so please apply now!  We're excited to review your resume and see why you'd be the perfect fit for our team!
 
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