Customer Service Agent

Role Description

The Customer Service Agent is a full-time, on-site role based in the Atlanta Metropolitan Area. This role is responsible for handling inbound and outbound customer communications via phone and email, providing accurate information on shipments, rates, and services. Agents will resolve service issues, follow up on delivery status, and coordinate with internal operations and carriers to ensure timely, accurate updates. Daily tasks include documenting interactions in company systems, maintaining service records, and escalating complex issues to the appropriate team members when needed.

The position also involves monitoring customer satisfaction, identifying recurring problems, and recommending improvements to enhance the overall customer experience.

• Strong customer-facing skills, including Customer Service and Customer Experience, with a focus on building trust and long-term relationships.
• Proficiency in Customer Support and Customer Satisfaction practices, including issue resolution, follow-up, and service recovery.
• Excellent Phone Etiquette, active listening, and clear verbal and written communication skills.
• Ability to work on-site in the Atlanta Metropolitan Area, manage multiple tasks, and prioritize in a fast-paced logistics environment.
• Computer proficiency, strong data entry skills--- familiarity with transportation or logistics is a plus.
• Demonstrated problem-solving skills, attention to detail, and a commitment to integrity and accountability.
• High school diploma or equivalent required; additional education or training in business, logistics, or a related field is beneficial.