Customer Service Representative (Fort Worth)

Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with other team members.

Essential Responsibilities:

  • Handle calls in a consistently polite, professional and efficient manner.
  • Create orders from customers via phone, email, portal, etc.
  • Ensure customer requirements are accurately attained at order creation.
  • Proactively call dormant customers to follow up on potential product needs.
  • Understand the significance of the CSR role in customer loyalty to PTL.
  • Understand the significance of customer service and adhere to PTL Standards at all times.
  • Follow procedures to resolve situations when there are delivery issues.
  • Answer customer queries and escalate them to a Manager/Logistics Coordinator when necessary
  • Monitor customer deliveries for delays and notify customer of adjustments.
  • Take a proactive approach towards suggesting improvements to working practices.
  • Inform your Manager of any system faults or problems.
  • Attend training sessions as required.
  • Work in accordance with PTL Proud Principles reporting any concerns to your Manager.

Other Functions:

  • Special projects as requested
  • Perform other duties as assigned

Minimum Requirements:

  • 1 - 3 years' experience in customer service or call center role
  • Bi-lingual in Spanish highly desired
  • Ability to listen and understand information
  • Strong audit background, problem solving and customer service skills and ideas presented through spoken words and sentences
  • Ability to communicate information and ideas in speaking so others will understand
  • Ability to tell when something is wrong or is likely to go wrong
  • Ability to apply general rules to specific problems to produce answers that make sense
  • Ability to speak clearly so others can understand you

Education:

  • High school diploma or GED required


Working Conditions:

  • May be required to lift, push, or pull materials weighing up to ten (10) pounds
  • May be required to sit and review information on a computer screen for long periods of time
  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard

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