Job Title:

Call Center Support II

Department:

Customer Service & Contact Center Operations

Country:

United States of America

State/Province:

Arkansas

City:

Lowell

Full/Part Time:

Full time

Job Summary:

Under routine supervision, this position will primarily support internal and external clients and customers by phone, email, and/or chat with routine troubleshooting, problem solving, and conflict resolution. This position will provide front-line technical support and will have the ability to route/escalate issues appropriately.

Job Description:

Key Responsibilities:

• Answer inbound customer service calls and inquiries via the telephone, email, or chat; provide first-level response, troubleshoot issues, resolve basic technical problems, and redirect phone calls when appropriate
• Administer programs, projects, and/or processes specific to the operating unit served
• Performing product/service-related activities like processing user information, activating accounts, receiving payments, etc.
• Engage in ongoing training and professional development activities focused on enhancing skills and abilities to grow within the industry
• Research and report on client complaints, help resolve client complaints, and ensure that problems can be resolved in a timely manner; monitor and follow-up with internal teams and/or third-party platforms for feedback on outstanding complaints
• Mentor and train junior team members
• Receive and respond to routine correspondence following established procedures not requiring management review
• Understand and implement administrative, application, or software systems, procedures, policies, and practices
• Communicate with people primarily inside and/or outside of the organization (answering questions, addressing concerns, resolving basic technical problems, etc.) Collaborate with team and internal business partners to resolve basic challenges and develop useful knowledge becoming fluent in the language of logistics and transportation

Qualifications:

Minimum Qualifications:

• High School Diploma or GED equivalent with 1-2 years customer service-related experience and/or military equivalent

Preferred Qualifications:

• College coursework experience and/or 2 years of experience within customer service or help desk atmosphere
• Ability to work both individually and as a team
• Ability to use a logical approach to derive a specific conclusion from general ideas
• Experience in the transportation industry
• Experience working in a fast-paced environment
• Knowledge of J.B. Hunt
• Proficient Computer Skills including Microsoft applications Office Suit (PowerPoint, Excel, Outlook, etc.)
• Ability to meet or exceed customer needs and expectations to provide excellent service
• Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
• Ability to maintain professionalism while dealing with difficult individuals
• Ability to use time and resources efficiently and effectively
• Knowledge of approaches and techniques for recognizing, anticipating, and resolving problems

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:

Associates: Business Administration/Management, GED (Required), High School (Required)

Work Experience:

Clerical/Administrative, Customer Service/Account Manager

Job Opening ID:

00577373 Call Center Support II (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.