What are the responsibilities and job description for the Customer Service Representative position at Florida East Coast Railway?
Overview
Provide value-added customer service for the FEC through proactive communication and customer resolution. Interface between external customers and internal business partners to include Operations, Commercial and Technology. Provide quality and timely service to FEC customers.
Ensure response to inquiries about FEC services and other general questions are being handled effectively. Ensures systemic issues are researched and corrective actions are put in place to avoid future recurrence. Proactively communicates service modifications, operating plan changes, and major service disruptions to appropriate FEC customers. Support opportunities for Sales Leads within customer service and promote new service offerings.
This shift would be Thursday – Sunday, all overnight hours. Thursday and Friday will be 20:00 – 05:00 AM, Saturday and Sunday will be 17:00 – 05:00 AM.
Responsibilities
- Provide timely responses to customer inquiries via phone, e-mail, or online communication
- Proactively monitor customer traffic; providing instant communication on service failures, and or, weather delays.
- Identify trends and promote corrective actions, recommending long term solutions; influence service by communicating service failures with our operations team
- Become a communication resource for FEC; communicating service failures, weather delays, company policies and process changes.
- Proactively engage customers on service product and service issues to develop improved customer satisfaction and opportunities to leverage FEC service product.
- Contact customers responding to surveys and develop action plans for service improvements.
- Attend customer, and departmental meetings, as requested; representing Customer Service
- Miscellaneous activities and responsibilities as assigned by Manager
- Other duties may be assigned.
Qualifications
- High School diploma/GED required
- More than 3 years of experience required in Customer Service, Sales, and/or Transportation Operations
- Are familiar with the rail industry, potentially a background in 3PL or trucking companies as well.
- Requires flexibility and ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis
- Proven ability to thoroughly conduct a root-cause analysis
- Excellent writing, oral, and presentation skills
- Requires the ability to effectively communicate with all levels of the organization
- Proven ability to effectively work independently and within a team
- Excellent planning and organizational skills
- Ability to work a non-standard work schedule in a 24x7 managed operation
- Analytical skills
- Ability to lead, coach and develop people
- Customer and public facing skills
- Microsoft Office skills
Qualified applicants will be considered for vacancies without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by prevailing state and federal laws, regulations and ordinances.
