Customer Service Representative

Customer Service Representative

Job Description

Summary:
The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:
Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Analyze critical safety event data and video from an in-vehicle system
Determine safety event classifications and sub-classifications
Implement applicable Fatigue Intervention Plan (FIP)
Contact customers sites as required by FIP
Coordinate with peer(s) to ensure consistent operation and application of event classifications
Perform quality audits of event classifications per supervisor direction
Facilitate the completion of tier 1 service tickets as required by supervisor

Skills:
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:
High school diploma or GED preferred.
2-4 years customer service related experience required.

Typical task breakdown:
Reviewing video data and subclassifying based on driver criteria, looking for signs of fatigue. Calling mine dispatch to relay any safety concerns specifically driver fatigue for intervention.

Interaction with team:
Work side by side with 7 other advisors/customer support reps in a 24/7 safety monitoring room. Communication via Microsoft Teams and interpersonal.

Education & Experience Required:
Years of experience: 1-2 years
Degree requirement: Prefers Associate/ Can consider HS Grad or GED

Top 3 Skills
Multitasking
Effective Communication.
Attention to detail.
Additional Technical Skills

(Required)
Computer skills. Browsing and interface control. Tying skills.
Microsoft Office 365 products.
Previous experience with computer applications, such as Microsoft Office 365 products, Microsoft Teams and basic language platforms.

(Desired)
Multilingual.

Soft Skills
(Required)
Teamwork and good attitude.
Verbal communication skills, attention to detail, customer service skills and interpersonal skills.
Ability to work independently and manage one’s time.
Ability to accurately document and record customer/client information.
Ability to work as a team, communicate effectively, be heard, be clear.
Ability to multitask in regard to speaking and typing.
Bilingual or Multilingual skills are a plus but not required.

Notes:
Onsite

First Shift (07:00 AM - 07:00 PM)

It is a rotating 17 week schedule. Every 17 weeks the schedule order resets. Some weeks are 4, 12 hour days. The other half of the 17 week schedule is a 3, 12 hour day work week. So either 4 days or 3 days (48 hour week or 36 hour week). Over the year it averages where employees work on average 38-39 hours a week. It is not like a typical 9 to 5 Monday through Friday. Max days worked is 4 days and minimum 3 days (unless someone wants to pick up overtime or cover a shift). Days off are majority 3 days off but some are 4 days off between your work weeks. Since the schedule is always moving, some weeks will have no weekends but half of the weeks will require weekend work.

Holidays are included to work if the schedule happens to fall on that day in that week. Their team is 24 hours a day 7 days a week team (but their employees do not work 24/7 - they have a day and night shift) They have 4 days on 4 days off, or 4 days on 3 days off, or 3 days on 4days off, or 3 days on and 3 days off etc. Every 4 months or so there is even a long 8 days off in between scheduled days (or about 3 times in a year). It is always changing.

There is some weekend and holiday work.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.