At Span Alaska, we are recognized by our customers as providing the highest level of service and reliability in the Alaska marketplace We are seeking a highly motivated and experienced customer service professional to provide exceptional customer service to our valued clients. The ideal candidate will have excellent communication and problem-solving skills, strong English language skills, computer proficiency, and a proven track record of delivering outstanding customer service. As a Customer Service Technician, you will be responsible for managing customer inquiries, resolving issues and, making sure our customers feel taken care of.

Span Alaska Transportation offers medical, dental, and vision insurance benefits as well as a wide variety of other benefits to employees and their families. Our benefits also include Paid Time Off, Holiday Pay, 401(k) with company match, pet insurance, and more!

We work hard to attract and retain talented people. Employees are empowered to make decisions in addressing the needs of our customers. Span Alaska encourages growth within the company and we are proud of the record of longevity among our employees.

Tasks:

• Assist customers through various channels including phone and email, providing them information regarding their freight including
  • Tracing/researching freight status
  • Obtaining corrections or re-rates
  • Making decisions on freight movement and or adjusting invoices with guidance
• Manage and resolve customer inquiries in a timely and efficient manner while maintaining a high level of professionalism
• Build and maintain positive relationships with customers by actively engaging with them and providing first call resolution
• Collaborate with different departments within the organization to resolve customers issues to ensure a seamless customer experience
• Continuously improving knowledge of the inner workings of Span responsibilities within each department, and the online resources available to customers
• Keeping customers well informed of any inquiries and ensure they feel supported through resolution

Skills and Abilities

• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers from diverse backgrounds
• Strong problem-solving skills including the ability to think creatively and proactively to resolve customers issues
• Need to be able to multitask to manage multiple customer inquiries simultaneously
• Strong attention to detail allowing you to maintain accurate records of customer interactions

Education and Experience:

• High School diploma (or equivalent) required
• Transportation or freight experience preferred
• 5 years of customer service experience required
• Any equivalent combination of education and experience which provides the necessary qualifications to successfully perform the duties of the position

Supervision/Management:

• This position is not a supervisory role

Physical Demands

• Ability to sit at a desk and/or in front of a computer for an extended period of time
• Ability to independently move up to 20 pounds
• Ability to use proper lifting techniques when needed
• Ability to do repetitive motions
• Ability to work in a warehouse environment where exposure to the elements and exhaust fumes are likely