Customer Service Representative

Customer Service Representative

Title: Customer Service Representative
Location: United States-FL-Jacksonville
Other Locations:
Job Summary:
Responsible for managing, monitoring and resolving issues pertaining to Door to Door customer traffic through analyzing internal reports and utilizing various internal systems. Accountable for effectively communicating any issues to both internal and external customers and departments.

Primary Activities and Responsibilities:
* Provide timely responses to customer(internal & external) inquiries via phone, email, Customer Relationship Integrated System (CRIS), or Driver Blackberry Communication.
* Monitor customer traffic, providing instant communication on service failures and/or weather delays. Ensuring any service delays are documented in the CRIS & Pegasus tools.
* Identify trends associated with overall transit and promote corrective actions, recommending long term solutions and effectively resolving internal and external customer issues.
* Responsible for analyzing and working internal reports to identify potential delays for problem resolution and effectively communicating an action plan to the customer.
* Responsible for setting delivery appointments, scheduling boards, inspections/rejections, derailments, voiding loads, releasing empties and hazmat shipments.
* Miscellaneous activities and responsibilities as assigned by manager.


Equivalent Minimum Qualifications:
* Associates degree from an accredited institution
* 1 or more years of experience required in transportation, trucking, customer service, or call center industries
Minimum Qualifications:
* Bachelors degree from an accredited institution
* 2-11 months of experience required in transportation, trucking, customer service, or call center industries
Preferred Qualifications:
* Bachelors degree from an accredited institution AND 3 or more years of experience in transportation, trucking, customer service, or call center industries
Knowledge and Skills:
* Knowledge of mainframe systems
* Knowledge of Pegasus system
* Knowledge of REZ1 system
* Knowledge of CRIS system
* Knowledge of Class 1 Railroad systems including ShipCSX
* Effective communication skills (written and oral)
* Microsoft Office skills
* Strong analytical skills
* Ability to multi-task
Competencies:
The CSX Competency Framework is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following competencies: analyze issues and make effective decisions, advance the business, engage, coach, and build a diverse workforce, build partnerships, improve service quality and processes, execute effectively, demonstrate personal leadership, and demonstrate functional and technical agility.


Job Requirements:
* Work hours may vary in length and schedule. Work hours may include a nonstandard workweek and various shift work.
* The candidate selected for this position may be required to successfully complete a background check and drug test. Passing results must be received prior to start date in new position.
Safety Commitment:
Safety is a way of life at CSX, encompassing every aspect of company operations. Guided by a policy of ensuring the safety of our employees, our customers, and the communities we serve, CSX works relentlessly to prevent accidents and injuries. Not only is it the right thing to do, but when a company puts safety first, everyone benefits: the employees and their families, the customers, and the communities.

Company Profile:
CSX Corporation, a Fortune 500 company headquartered in Jacksonville, FL, is a multi-modal freight transportation company serving customers across North America. Through its primary subsidiary, CSX operates the largest railroad in the eastern United States with operations in 23 states, the District of Columbia, and two Canadian provinces. CSX also includes an integrated intermodal company which serves customers with its own truck and terminal operations as well as a dedicated domestic container fleet. Other CSX subsidiaries provide technology and real estate support to the company. These subsidiaries combine to allow CSX to deliver efficient freight alternatives to customers in a variety of industries, including coal, chemicals, automobiles, metals, agricultural and forest products, food and consumer goods.


CSX Intermodal Terminals, headquartered in Jacksonville, FL, is one of the nation's largest coast-to-coast intermodal transportation providers. The company offers customers the value of rail combined with the advantages of trucking through multimodal movement of domestic highway trailers, premium parcel business, and international steamship containers across North America.

Closing Statement:
At CSX two of the company's core values are People Make The Difference and Safety Is A Way of Life. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

CSX is an Equal Opportunity / Affirmative Action Employer that supports diversity in the workplace.