Customer Service Representative (CSR)
NGL - Hapeville, GA

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We have an immediate need for 4 Customer Service Representatives (CSR) to work in our FedEx Sameday Service Center in Hapeville, GA.

We are hiring for two shifts: 2 PM to 10 PM and 4 PM to 12 AM.

POSITION SUMMARY

The Customer Service Representative provides excellent service and support to customers through telephone order and information processing in an efficient, professional, and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES
o Answers inbound customer calls within a specified number of rings.
o Provides customer with accurate quoted delivery time and price based on established SOP guidelines.
o Confirms all order information with customer.
o Communicates and follows established SOPs.
o Obtains accurate payment information from customer.
o Performs call-back to customer to provide updates of order status on an as-needed basis.
o Communicates to Lead CSR/Shift Supervisor/Manager unusual occurrences, emergency situations, and any situation that could disrupt the level of operations and/or customer service.
o Participates in regular department meetings.
o Performs other associated tasks as required by supervisor or manager.

PERFORMANCE REQUIREMENTS
o An average of 7 Calls Per Hour (CPH) or greater
o An average Talk Time of 5 minutes or less
o An average Error Rate of less than 5%
o An average Quality Score of 90% or greater
o An average Close Rate at or greater than 15%
o An average Quote Rate at or greater than 6%

REQUIRED EXPERIENCE/QUALIFICATION/KNOWLEDGE
o Excellent Customer Service skills (1-2 years customer service experience or equivalent preferred)
o Well developed verbal and written communication skills
o Excellent interpersonal skills and ability to work with others
o Working knowledge of Next Flight Out (NFO) courier industry and operations, including knowledge of airports and commercial airlines
o Well developed organization skills
o Ability to work under pressure and follow through to accomplish tasks
o Ability to learn new concepts and ideas and develop methods to teach others new concepts and ideas
o Intermediate to advanced computer navigation skills and experience with on-line systems
o Flexibility to work various shifts/days as required

EDUCATIONAL REQUIREMENTS
o High school diploma or equivalent (e.g. GED)

REQUIRED LICENSES AND/OR CERTIFICATES
o None required

WORKING CONDITIONS
o Must be able to work in a fast-paced environment
o Occasional overtime work required throughout the year

SAFETY HAZARDS OF THE JOB
o Office environment – job requires sitting at computer terminal for extended periods of time
o Heavy telephone and radio work
o No heavy lifting required

Interested parties should apply online at the following link:

NGL - 3 years ago - save job - copy to clipboard - block
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