Customer Service Agent

Job Title:

Customer Service Agent

Location:

USA – Atlanta, Jefferson St. NW

Division:
Solutions

Time Type:
Full Time

• Provide professional, timely and accurate responses to customer questions about services.
• Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
• Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs). Research, document, and resolve customer service issues.
• Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
• Monitor personal productivity and meet established performance metrics.
• Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
• Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
• Follow established work procedures and contribute ideas for improving efficiency and customer experience.
• Promote and maintain a safe working environment by adhering to company safety practices and procedures.
• Participate in required training to remain informed about processes, systems, and service expectations. Maintain proficiency to meet productivity and organizational goals.

• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.
• Exceptional interpersonal and analytical skills required.
• Strong preference for a Bachelor’s degree or equivalent.
• Preferred 0–2 years of related supervisory experience.

This is a supervisory position.

Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state, or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at  DSV reserves the right to defer or close a vacancy at any time.