Job description

Description

Job title: Driver Station Liaison

Reports to: Contact Center Assistant Manager

Department: Contact Center

Job Purpose

The Driver Station Liaison will direct truck drivers through appropriate processes and will assist inbound carriers checking into the distribution center to deliver freight. This hybrid role will also assist in taking calls for remote driver check-in (RDC) to help the drivers navigate the FreightSmith app and serve as a resource for miscellaneous needs.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Check-in carriers and take customer calls to provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers by offering assistance and support
• Use various technology equipment including computers and headsets to fulfill duties and provide excellent customer service
• Answer inbound calls in a timely manner
• Collaborate with other contact center professionals and warehouse personnel to improve customer service
• Maintain a working knowledge of vendor accounts, carrier accounts, and warehouse requirements
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Maintain the work area clean and organized
• Willingness to pick up others’ shifts to adapt to business needs
• Assumes other related duties as assigned

Other Duties and Responsibilities

• Other duties as assigned.

This job description is intended to describe the general nature and level of work performed by employees assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Management retains the right to add or change the duties of the position at any time with or without notice.

Supervisory Responsibilities

None.

Competencies

• Great active listening skills
• Problem Solving
• Customer Service Skills
• Strong time management and organizational skills
• Ability to multitask while navigating different systems

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is usually moderate. Working mostly outdoors and within a modular office space throughout the shift.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, and use hands.

Additional Eligibility Qualifications

• Ability to handle high volume of calls from our customers.
• Ability to stand, walk and sit for long periods of time
• Ability to provide the best customer service possible

Ability to work under pressure

• Ability to work independently and as a team
• Bi-lingual in Spanish is highly preferred.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00am to 3:30pm or 3:00 pm to 11:30pm Tuesday through Saturday. Occasional evening and weekend work may be required as job duties demand.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.

Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, and use hands.

Required Education and Experience

• Computer Skills
• Strong verbal and written communication skills

Preferred Education and Experience

• 1 year of Call Center Experience preferred
• High School Diploma or GED equivalent (preferred)
• Detailed oriented

Job Type: Full-time

Pay: $14.77 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Tolleson, AZ 85353: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: Hybrid remote in Tolleson, AZ 85353

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