CSR (ROC - DM)

As a Customer Service Representative (CSR) at Aston Carter in Tempe, Arizona, your key responsibilities will include providing exceptional support to transport operations, resolving various transportation issues via calls, and collaborating with cross-functional teams. You will also be tasked with research and problem-solving, ensuring that carrier and driver experiences are top-notch. Your ability to navigate multiple systems effectively will be crucial as you'll gather essential data for reporting and help manage the workload during peak seasons.

To qualify for the CSR (ROC - DM) position at Aston Carter, candidates should have a minimum of one year of experience in a high-volume call center, especially in areas like logistics or customer help desk support. Potential candidates should exhibit strong problem-solving, critical thinking, and de-escalation skills, along with the ability to work calmly in a fast-paced environment. Familiarity with various internal systems and a solution-oriented mindset will greatly enhance your suitability for this role.

As a Customer Service Representative at Aston Carter, you will work in a supportive call center environment located in Tempe, Arizona. This hybrid role requires you to be onsite five days a week, adhering to a fixed schedule from 9:30 AM to 6:00 PM MST. Expect to collaborate closely with your teammates in tackling day-to-day challenges and aiding in transportation logistics that keep operations running smoothly.

Yes, the CSR (ROC - DM) position at Aston Carter offers a comprehensive benefits package once eligible. You'll have access to medical, dental, and vision coverage, along with various employee support programs and a 401(k) retirement plan. The company's dedication to wellbeing is evident through additional offerings like disability insurance, a health spending account, and generous time off for vacations or sick leave.

In the CSR (ROC - DM) role at Aston Carter, employees will be required to follow a consistent schedule of five consecutive days of work with two days off, along with mandatory overtime during peak seasons from October to January. While regular shifts run from 9:30 AM to 6:00 PM MST, flexibility is needed to support workload surges that may occur.

To effectively prioritize tasks in a high-volume call center, I focus on addressing issues that have the most significant impact on customer satisfaction first. I assess the urgency of each case and use available tools to streamline processes, ensuring that critical calls are handled promptly without compromising quality.

In my previous customer service role, I encountered a situation where an unexpected shipment delay affected multiple customers. To manage the situation, I communicated proactively with affected customers, provided timely updates, and coordinated with logistics to expedite the resolution. My focus on clear communication and problem-solving helped maintain customer trust.

Staying calm under pressure involves a mix of preparation, mindset, and techniques. I practice active listening to fully understand customer issues, and I remind myself to breathe deeply and take a moment to structure my response. This approach allows me to provide clear, thoughtful solutions without escalating stress levels.

I ensure effective collaboration with cross-functional teams by establishing clear communication channels and appreciating each team member's input. I actively seek feedback and share insights from my customer interactions, which helps in aligning objectives and fostering a collective approach to problem-solving.

The cornerstone of excellent customer service is empathy. Understanding the customer's perspective allows me to connect with their needs better and offer tailored solutions. Additionally, being proactive and responsive helps in not just resolving issues but also in exceeding customer expectations.

When handling customer complaints or escalated issues, my first step is to listen actively and acknowledge the customer's feelings. I calmly gather information about the situation and provide reassurance that I am committed to resolving the issue. Following this, I escalate the matter to the appropriate team or management when necessary, ensuring a thorough and timely resolution.

Adaptability is vital in a fast-paced work environment, particularly in logistics and customer service. Rapid changes often require quick thinking and flexibility in processes. I embrace changes as opportunities to learn and grow while maintaining a positive outlook to help guide my team through transitions smoothly.

In my previous roles, I have utilized various customer support systems simultaneously, including ticketing, CRM, and internal reporting tools. My approach is to familiarize myself with each system's functionalities and establish workflows that optimize efficiency. I consistently track performance metrics to enhance service delivery.

To de-escalate a frustrated customer, I first empathize and validate their feelings, showing that I genuinely care about their concerns. I ensure active listening and then provide clear and manageable options for resolution. By maintaining a calm demeanor and assuring them of my commitment to find a resolution, I work towards turning their frustrations into satisfaction.

I want to work as a CSR at Aston Carter because of the company's commitment to delivering quality service and valuing employee well-being. The opportunity to contribute to a dynamic logistics operation excites me, and I'm eager to leverage my skills in resolutions and collaboration to enhance the overall experience for customers and colleagues alike.