What are the responsibilities and job description for the Sr. Customer Service Representative position at RPM?
Sr. Customer Service Representative
Carvaygo is an exciting, all-new, direct-to-consumer service that moves personally owned vehicles from one city to another. Carvaygo is powered by the experience and infrastructure of RPM, an award-winning Logistics company specializing in automotive transport. RPM moves over 25,000 new and pre-owned vehicles every month for major automotive manufacturers, national lenders, rental car companies, and dealer groups.
Carvaygo was built from the ground up to provide a best-in-class customer experience, including a frictionless quoting and payment process on Carvaygo.com, pre-transport Recon Calls and exceptional visibility into the transportation process from pre pickup, while the vehicle is en-route to final delivery.
Your Role
As a Carvaygo Customer Service Representative, you will be the principal point of contact with Carvaygo consumers to process orders, provide information about Carvaygo’s services and resolve complaints. You will proactively manage loads and tasks in our transportation management system (TMS), reach out to each client to perform a Recon Call, and actively work with our Carrier Team to ensure each load gets covered in a timely manner. You will also work with clients to resolve scheduling issues, track updates and any other logistical issues at pickup or delivery locations. All in a highly collaborative team based, energetic environment.
Day-to-Day Responsibilities
- Ensure the highest level of customer satisfaction by providing exceptional customer service
- Establish and maintain positive working relationships with customers by using proper etiquette; must represent Carvaygo in a professional manner
- Proactively reach out to consumers to confirm each load’s details and uncover any issues that may complicate a customer’s move on a Recon Call
- Record the details of each Recon Call and actions taken in our TMS
- Monitor on time pick up and deliveries with Carriers
- Monitor the location of all carriers and contacting them for updates when necessary
- Send daily updates and reports ensuring customers are informed of relevant issues when necessary
Location
Corporate HQ in Royal Oak, MI. Remote options may be available based on work experience and candidate profile.
Compensation and Benefits
We offer competitive pay and generous benefits, including:
- Salaried position
- BCBS (Medical); Guardian (Dental & Vision)
- Life Insurance is paid by RPM
- 401K with Employer match
- Discounted parking
- Access to a Financial Advisor at a discounted rate
Preferred Qualifications:
- Strong organizational skills
- 3 years of Customer Service/Support background
- Excellent team building and interpersonal skills
- Superior customer service and communication skills
- Ability to multitask and problem solve
- Comfortable in a fast paced, team-oriented environment
- Bi-lingual -Spanish is a plus
- Logistics or supply chain experience a plus
- Ability to Manage Multiple Projects
- Driven Team Player
Be a Part of Something Bigger
To continue our incredible growth and achieve even greater success, we want smart, energetic, well-rounded candidates who thrive in a fast-paced environment. We understand our company’s strength comes from our team of dedicated individuals who work better together, embrace change, who are tenacious, persistent, measured, disciplined, loyal, and value trust earned when the job is complete.
Come as You Are
Carvaygo is an Equal Opportunity Employer. Carvaygo does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
This job description is intended to define the general nature of the work performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills of employees in this role. All our employees may be required to perform duties outside of their normal responsibilities from time to time.
