Auto req ID: 5108BR Posting Title: Bilingual Customer Care Home Based Agent – Richmond VA Location: 0-Corporate Headquarters Company: Estes Express Lines HotJob: No JobDescription: POSITION TO BE DOMICILED IN RICHMOND, VIRGINIAThe primary responsibility of this position is to provide best in class customer service in a Home/Virtual environment.Home Virtual Office RequirementsQuiet work location, during all shifts callers and call auditors must not hear pets, children, televisions, radios, or other loud noisesNOTE: Background noise including radio, television, children and pets can result in immediate terminationInternet Access required – Broadband (i.e. Comcast, Verizon) with minimum of 10MBSurge Protectors for equipment to plug intoAmple work space so all equipment can reside in one location (telephone, 2 monitors, computer, keyboard, mouse, workspace to write)Job RequirementsAbility to navigate multiple concurrent windows and efficiently provide helpful information to the customerAbility to utilize computer programs, keyboard, telephoneSkilled in the use of chat and video conferencing applications such as Lync and Skype Build rapport with customers by greeting them in a courteous, friendly, and professional mannerBasic knowledge of Estes’ product offering, operations, billing and corrections proceduresAnswer inquiries by clarifying information; researching, locating and providing accurate informationKeep equipment operational by following procedures and reporting problemsParticipate in educational opportunities to keep job knowledge currentResolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problemsEffectively transfer misdirected customer requests to appropriate partyRecognizes opportunities to up sell to accounts additional servicesMeet Quality Assurance requirements and other key performance metricsContribute ideas on ways to resolve problems to better serve the customer and/or improve productivityRegular attendance is requiredThis is not an all-inclusive list of job requirements and/or duties and may not contain all capabilities necessary to perform the job at all times due to circumstances; Operational, safety and other needs may require the employee to perform any and all other duties as assigned; Employees are expected, and must be able to perform all such duties and tasksQualificationsHigh School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background; college experience a plusMinimum of 1 year of Call Center or Customer Service experience preferredKnowledge of Transportation industry preferredMust be able to work in a high volume environmentConfident, friendly, professional, with a strong work ethicAbility to listen attentively to customer needs and concerns; demonstrate empathyDemonstrated ability to rapidly gain product knowledgeAbility to effectively and accurately communicate in writing and on the telephoneAbility to easily maneuver between multiple websites and computer screensWorking knowledge of Word, Excel, and Outlook; experience with AS/400 helpfulMust be able to comply with all company policies, rules, procedures and Code of ConductMust be able to interact well with othersMust be able to work independently, or in a team settingMust be capable of working under tight time constraints in a high volume environment with multiple prioritiesMust be able to lift approximately 10-15 lbs., or more if required by the essential functions of the jobResponds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlinesMust pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background checkMust be authorized to work in the United States

Auto req ID: 5108BR Posting Title: Bilingual Customer Care Home Based Agent – Richmond VA Location: 0-Corporate Headquarters Company: Estes Express Lines HotJob: No JobDescription: POSITION TO BE DOMICILED IN RICHMOND, VIRGINIAThe primary responsibility of this position is to provide best in class customer service in a Home/Virtual environment.Home Virtual Office RequirementsQuiet work location, during all shifts callers and call auditors must not hear pets, children, televisions, radios, or other loud noisesNOTE: Background noise including radio, television, children and pets can result in immediate terminationInternet Access required – Broadband (i.e. Comcast, Verizon) with minimum of 10MBSurge Protectors for equipment to plug intoAmple work space so all equipment can reside in one location (telephone, 2 monitors, computer, keyboard, mouse, workspace to write)Job RequirementsAbility to navigate multiple concurrent windows and efficiently provide helpful information to the customerAbility to utilize computer programs, keyboard, telephoneSkilled in the use of chat and video conferencing applications such as Lync and Skype Build rapport with customers by greeting them in a courteous, friendly, and professional mannerBasic knowledge of Estes’ product offering, operations, billing and corrections proceduresAnswer inquiries by clarifying information; researching, locating and providing accurate informationKeep equipment operational by following procedures and reporting problemsParticipate in educational opportunities to keep job knowledge currentResolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problemsEffectively transfer misdirected customer requests to appropriate partyRecognizes opportunities to up sell to accounts additional servicesMeet Quality Assurance requirements and other key performance metricsContribute ideas on ways to resolve problems to better serve the customer and/or improve productivityRegular attendance is requiredThis is not an all-inclusive list of job requirements and/or duties and may not contain all capabilities necessary to perform the job at all times due to circumstances; Operational, safety and other needs may require the employee to perform any and all other duties as assigned; Employees are expected, and must be able to perform all such duties and tasksQualificationsHigh School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background; college experience a plusMinimum of 1 year of Call Center or Customer Service experience preferredKnowledge of Transportation industry preferredMust be able to work in a high volume environmentConfident, friendly, professional, with a strong work ethicAbility to listen attentively to customer needs and concerns; demonstrate empathyDemonstrated ability to rapidly gain product knowledgeAbility to effectively and accurately communicate in writing and on the telephoneAbility to easily maneuver between multiple websites and computer screensWorking knowledge of Word, Excel, and Outlook; experience with AS/400 helpfulMust be able to comply with all company policies, rules, procedures and Code of ConductMust be able to interact well with othersMust be able to work independently, or in a team settingMust be capable of working under tight time constraints in a high volume environment with multiple prioritiesMust be able to lift approximately 10-15 lbs., or more if required by the essential functions of the jobResponds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlinesMust pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background checkMust be authorized to work in the United States