Customer Service Representative EST

Overview

Customer Service Representative – 11:00 AM to 7:00 PM EST. This is a hybrid role based in Princeton, NJ, supporting a West Coast client base. The position involves high-volume customer interactions by phone and email to facilitate bookings, resolve inquiries, and collaborate with internal teams to bring issues to resolution.

• Resolve customer issues and inquiries via phone and email in a professional, timely and courteous manner (e.g., chassis pool bookings, chassis pick-ups and returns, road service repairs, usage and billing, chassis pool operating rules and location details, TRAC Connect registration and product offerings).
• Collaborate with internal teams (Pool Managers, Maintenance and Repair, Account Managers, Commercial, Billing, Collections, Legal) to drive issues to resolution.
• Log and manage all cases, contacts, and accounts in Salesforce.
• Facilitate chassis reservations in EZBook to expedite pickup processes for customers in chassis pools.
• Educate customers on TRAC Intermodal’s products, including TRAC Connect.
• Assist customers with Bill Management registration, invoice navigation, and billing disputes.
• Provide onboarding to motor carrier customers, including overviews of TRAC Intermodal offerings (chassis pools, TRAC Connect, EZBook, Bill Management, Information Marketplace).
• Maintain proficiency in TRAC systems (event and billing management systems, online reservation systems, reporting hubs, customer portals, Salesforce, Cisco phone system, third-party terminal operating systems).
• Manage EZBook bookings in terminal operators’ systems as needed.
• Initiate and coordinate outreach to customers regarding long-dwelling chassis.
• Maintain knowledge of TRAC technology products and participate in UAT testing for system applications.
• Assess and escalate issues to Customer Service Representative II when appropriate to ensure timely resolution.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• 3–5 years of experience in a customer-facing role. Intermodal/transportation experience is beneficial but not required; direct customer service/call center experience is preferred.
• High school diploma or GED; some college preferred.
• Proficient in Microsoft Word, Outlook, One Note; advanced Excel skills (pivot tables, VLOOKUPs, SUMIFS, etc.).
• Excellent communication and interpersonal skills; professional written and verbal communication; strong spelling and grammar.
• Flexibility to adapt to change; ability to multi-task and manage multiple cases concurrently.
• Ability to work in a fast-paced, team-oriented environment and prioritize tasks across multiple projects.
• Detail-oriented, accurate, and inquisitive; able to reprioritize as needed.
• Strong work ethic; self-motivated; able to engage with all levels/departments to collaborate effectively.
• Working knowledge of geographic locations within the United States.

• Long periods of sitting at a desk; extensive use of telephone, computer, and in-house systems.
• 8-hour shift covering the Pacific Time zone; for this role, hours are 11:00 AM–7:00 PM EST.
• Reliable home internet access required for hybrid/remote work days.

Hourly pay rate: $28.00 with a 5% incentive bonus. Compensation determined by candidate qualifications and location. Benefits include medical, dental, vision, Rx, FSA, HSA, PTO, sick time, life insurance, and company holidays.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.