TOC CUSTOMER SERVICE REPRESENTATIVE - Full Time Requisition ID 2024-306542 Job Location (Posting Location) : Address 5505 KAEPA COURT Job Location (Posting Location) : City SAN ANTONIO Job Location (Posting Location) : State/Province TX Job Location (Posting Location) : Postal Code 78218 Job Location (Posting Location) : Location US-TX-SAN ANTONIO Work Where You Matter At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive. Company Overview

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.

Job Details

GENERAL SUMMARY:

Transportation Operations Center “TOC” Customer Support Representative is responsible for providing professional phone, e-mail, and chat communications delivery support.  Responsibilities include assisting drivers with deliveries, taking driver travel requests, providing stores with status of delivery; as well as performing outgoing communications to the travel department, store personnel, and drivers.

 

DUTIES and RESPONSIBILITIES:

Answer Telephone calls from drivers, stores, and carrier teams.  45%

Provide delivery support to driver

Provide delivery status to store personnel

Take off-hours travel requests from drivers

Follow up on open delivery issues with carrier and store teams.  15%

Complete standard travel requests from driver and DG private fleet leadership.  15%

Assist drivers with off hours support.  10%

Sending workflow to tablet

Locating trailer at DC

Driver Call In

Assist store with non-respond sweep requests.  5%

Follow up on email communication as needed and instructed.  5%

Accurately assess and escalate issues that may require CSA handling.  5%

  Qualifications

KNOWLEDGE and SKILLS:

Proficient communication (written and verbal), listening, and interpersonal problem-solving skillsAbility to de-escalate calls, emails, and chats to the satisfaction of the customer and company.High attention to detail, strong planning, and organization skillsWillingness to make critical decisions to ensure normal operating of the transportation departmentProficient understanding of quality control, training techniquesAbility to multitask in a fast moving high-stress environment that frequently experiences changeMust know MS Office software

 

EXPERIENCE and/or EDUCATION:

One to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics, or contact center company required.Two plus years customer service experience requiredPrior lead experience preferredOne year experience using contact center software (i.e. ServiceNow; Salesforce; 3CL; Nice, etc.).

 

Dollar General is an equal opportunity employer.

 

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