TOC CUSTOMER SERVICE REPRESENTATIVE - Dollar General

Work Where You Matter:At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.Company Overview:

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.

Job Details:

GENERAL SUMMARY:

Transportation Operations Center “TOC” Customer Support Representative is responsible for providing professional phone, e-mail, and chat communications delivery support.  Responsibilities include assisting drivers with deliveries, taking driver travel requests, providing stores with status of delivery; as well as performing outgoing communications to the travel department, store personnel, and drivers.

 

DUTIES and RESPONSIBILITIES:

• Answer Telephone calls from drivers, stores, and carrier teams.  45%

  • Provide delivery support to driver

  • Provide delivery status to store personnel

  • Take off-hours travel requests from drivers

• Follow up on open delivery issues with carrier and store teams.  15%

• Complete standard travel requests from driver and DG private fleet leadership.  15%

• Assist drivers with off hours support.  10%

  • Sending workflow to tablet

  • Locating trailer at DC

  • Driver Call In

• Assist store with non-respond sweep requests.  5%

• Follow up on email communication as needed and instructed.  5%

• Accurately assess and escalate issues that may require CSA handling.  5%

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Qualifications:

KNOWLEDGE and SKILLS:

• Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
• Ability to de-escalate calls, emails, and chats to the satisfaction of the customer and company.
• High attention to detail, strong planning, and organization skills
• Willingness to make critical decisions to ensure normal operating of the transportation department
• Proficient understanding of quality control, training techniques
• Ability to multitask in a fast moving high-stress environment that frequently experiences change
• Must know MS Office software

 

EXPERIENCE and/or EDUCATION:

• One to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics, or contact center company required.
• Two plus years customer service experience required
• Prior lead experience preferred
• One year experience using contact center software (i.e. ServiceNow; Salesforce; 3CL; Nice, etc.).

 

Dollar General is an equal opportunity employer.