Associate Customer Service Representative

Why Work Here?

Great culture, pay, benefits, and investment in your training and development.

With Master's Transportation, you can be part of a fast-growing, innovative company. The Master's leadership team values our people and supports their growth and a positive employee experience. For people looking to contribute, build on their skills, and work together for shared success, it's an exciting time to join the company!

Benefits:

• Generous Paid Leave and 12 Paid Holidays.
• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.
• 401(k) with company match.
• Flexible Spending and Health Savings Accounts.
• Discounts for travel, entertainment and more.
• Investment in Employee Development

Job Summary: The Associate Customer Service Representative is the entry-level CSR handling standard customer inquiries, reservations, and the coordination of the delivery of services, across all company branches. The Associate is the initial point of contact for all customer inquiries, via phone and website communications. They will be responsible for delivering professional, concise and clear communication to all customer inquiries and route any issues or requests for advanced services to the appropriate company representative or department.

Essential Functions:

• Respond to calls and emails from customers promptly and professionally.
• Provide up to date information on our commercial bus rental services.
• Assist customers with booking and scheduling their bus rentals.
• Handle customer inquiries and requests, escalate complaints or issues to the appropriate company contacts, providing follow-up as needed. Document customer feedback and provide insight to senior representatives and/or management.
• Ensure all requests and issues are routed to and received by the appropriate company contact.
• Communicate consistently and concisely with team members and management on all relevant customer service interactions.
• Remain informed and current on all updates or changes to customer service processes and service offerings.
• Actively participate in any required meetings or trainings and be responsible for implementing training and team objectives, as directed.

Competencies:

• Professional communication
• Sound judgement
• Problem solving
• Time management
• Attention to detail
• Team player
• Strong organizational skills
• Knowledge and execution of best practices and procedures for customer service

Supervisory Responsibilities:

None

Work Environment:

Office

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Required Education/Experience/Certifications:

• Education: High school diploma or GED
• Experience: 1 year of customer service experience
• Technical skills: Computer skills, basic software experience, i.e. Microsoft office, Customer Relationship Management (CRM) tools

Preferred Education/Experience/Certifications:

• CRM software knowledge and proficiency
• Transportation rental and services experience
• Customer service call center experience

Travel Requirements

None

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.