Customer Service Representative I

About the Role

The Customer Service Representative I (“CSRI”) is primarily responsible for providing excellent customer service to anyone calling Landstar. This includes Landstar’s customers, agents, BCOs, and other third-party carriers. As the first line of contact, CSR’s respond to inquiries, provide information, and provide basic support with the intention of resolving routine issues and requests in a single call.

Location: Onsite in Jacksonville, FL

Schedule: Monday - Friday, 8am – 5pm

Salary Range: $15.74 - $21.63, depending upon experience

Key Responsibilities

• Consistently manage high volumes of inbound and outbound customer interactions via phone calls, emails, chat, and SMS across multiple lines of business/product lines.
• Respond to inquiries seeking general information on Landstar’s services and processes.
• Identify and assess customer needs. Resolve routine questions, issues, and complaints by providing information and mostly standard solutions to customers, agents, BCOs, and third-party carriers. Act as a liaison between these parties during the resolution process.
• Resolve most calls without escalation while avoiding unnecessary transfers.
• Utilize Talkdesk and other systems to handle and accurately document interactions. Documentation must clearly summarize all issues and the resolution.
• Adhere to assigned work schedule and flex as needed.

Requirements & Tech Stack

• High school diploma or equivalent.
• 6 months of related customer service or call center experience.
• Ability to use multiple web-based tools to support customer needs simultaneously and to accurately document all interactions.
• Communication Skills: Ability to communicate clearly and concisely both orally and in writing; strong listening skills.
• Problem Solving: Ability to understand and resolve problems quickly and accurately.
• Time Management: Ability to handle calls efficiently, multi-task, and prioritize.
• Multi-tasking: Ability to perform more than one task or media (e.g., phone, email, chat, etc.) simultaneously.
• Willingness to continuously train and become conversant in multiple lines of business.

Preferred Qualifications

• Prior experience in transportation services or logistics.