Customer Service Agent

The Customer Service Agent is responsible for covering inbound customer call traffic (both existing and new customers). These interactions are primarily related to the process of taking an order for the delivery of small packages to heavy freight. Customer Service Agents are critically important to Pronto’s customer centricity focus and are viewed as the “front end” of the customer relationship. This role is imperative to ensure our customers have a positive experience as they are often the only employee contact a customer may have with Pronto.

The following represent functions and activities that will be supported by the CSA when working within Pronto Delivery, Courier, and Logistics. Some adjustments may occur commensurate with the business climate, and marketplace and customer demand.

• Receive inbound calls (on average 70 per day) to process orders, using our company software systems, for customers who are looking to deliver materials from Point A to Point B.
• Must be knowledgeable to answer general and specific questions/concerns and educate customers about vehicle capacities and company services to solve the customer needs and provide the highest level of customer service possible.
• Ensuring orders are processed in an efficient, timely, and accurate manner.
• Provide introductory information to new customers as applicable.
• On occasion, a CSA will act as a back-up to assist with orders customers place through an email process. The CSA will transcribe and enter the needed data into our company software systems to complete a delivery.
• CSAs may be asked to troubleshoot when a delivery did not occur as planned. This could include researching what occurred with a delivery and communicating that summary to the customer.
• On occasion, a CSA may escalate queries and concerns to their manager and/or other company leadership.
• Work with a team of CSAs and other key departments to find appropriate solutions where necessary.
• The CSA may be asked to assist with the onboarding and training of new CSAs when applicable.
• The CSA will be monitored using key call center metrics.
• Pronto will consider candidates who have a track record of solid attendance and can ramp up quickly to support a significant number of inbound customer calls.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Pay: $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person