Job Title: Hybrid Customer Service Representative

Job Description

The Hybrid Customer Service Representative is aligned with the Director of Internal Operations and is responsible for managing the Internal Operations teams and ensuring customer satisfaction. This position involves executing customer-vehicle relocation service orders, maintaining prompt communication, tracking vehicle orders, and supporting business operations. The role requires performing regular vehicle inspections, coordinating pickups and drop-offs, and providing day-to-day support to the team to maintain operational efficiency.

Responsibilities

• Execute customer-vehicle relocation service orders and all supporting business operations.

• Provide customer order management and execution via inputting and linking orders.

• Maintain prompt communication via email and telephone with internal staff, Independent Contractors (ICs), and pickup/delivery contacts.

• Track and maintain vehicle orders and services by accurately inputting data into an internal CRM – Microsoft Dynamics 365.

• Perform regular outward inspections of vehicles that are on-site amidst translocation.

• Occasionally valet vehicles into and out of on-site storage facilities.

• Coordinate the pick-up and drop-off of vehicles between drivers, customers, and external field offices.

• Provide day-to-day support to the team and engage in process improvements to support overall department and company objectives.

• Maintain operational efficiency by managing assigned records and ensuring timely completion of requests.

• Assist with additional tasks and responsibilities as deemed necessary by management.

• Function during core business hours and allow for remote work in accordance with the company Telecommuting Agreement.

• Demonstrate the ability to perform team responsibilities and assist when necessary to keep the team on track.

• Maintain focus on positive results, regardless of internal changes.

• Ensure a high level of accuracy in preparing and documenting information.

• Work with account managers, management, and peers to effectively resolve discrepancies.

• Coordinate daily activities of the team and track progress to ensure timely customer service.

• Develop and monitor team metrics to ensure continual improvement.

• Understand established processes and communicate innovative ideas to the director.

• Keep the director informed of trending items affecting processes, efficiencies, and customer satisfaction.

• Effectively manage employee schedules, review, and approve leave requests and timesheets.

• Complete team member performance reviews and provide continuous feedback throughout the year.

• Follow all standard processes to ensure exceptional customer service.

• Create and develop innovative ways to streamline the operations process within customer requirements and team goals.

• Organize daily activities to ensure completion and respond to emails promptly.

• Provide exceptional customer service by developing professional working relationships with clients, field offices, co-workers, and vendors.

• Accurately complete all assignments necessary to advance the company’s daily business needs and operations.

• Conform with and abide by all regulations, policies, work procedures, and instructions.

Essential Skills

• 6+ months of data entry and customer service experience.

• Comfortability operating in a fast-paced environment.

• Experience using CRMs and Excel Spreadsheets for tracking data.

• Proficiency typing 35+ WPM.

• Previous dealership, logistics, or dispatching experience preferred.

• MUST have own equipment (NO iPad, Chromebook, Tablet).

• Must have working Webcam, Windows 10 or greater, working speakers, printer, scanner, memory 8 GB or higher, hard drive 250 GB or greater.

Additional Skills & Qualifications

• Customer service skills.

• Data entry skills.

• Logistics and operations experience.

• Proficiency in Microsoft Office.

• Ability to multitask and provide administrative support.

• Experience in call centers or customer support.

Work Environment

The position operates in a hybrid work environment with 2 days onsite in Gainesville, VA (Tuesday and Wednesday) and 3 days remote. The shift is Monday – Friday, 9:00 AM – 6:00 PM. The role requires having the necessary equipment for working remote days, including a webcam, Windows 10 or greater, speakers, printer, scanner, memory 8 GB or higher, and hard drive 250 GB or greater.

Pay and Benefits

The pay range for this position is $17.00 - $18.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Gainesville,VA.

Application Deadline

This position is anticipated to close on Apr 15, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.