Customer Service Associate

**This position requires driving to client sites in the Metro NY and Lower Fairfield County Areas at least 3 days per week.**

Position Overview:

We are seeking a dedicated and experienced Customer Service Associate to join our team. The ideal candidate will have 2-5 years of experience in customer service, with a strong focus on analytical skills, problem-solving abilities, and exceptional communication. This role involves extensive travel (approximately 80%) to client sites between Fairfield County, Connecticut and the Metro New York areas, where you will engage in direct, face-to-face interactions with customers, addressing their concerns and developing solutions tailored to their needs.

In addition to client-facing responsibilities, this role requires close collaboration with the sales and dispatch teams to resolve issues, incorporate best practices, and optimize the customer experience. The successful candidate will be forward-thinking, process-oriented, and capable of identifying new opportunities based on customer feedback. Another key component of this role is heavy documentation and research to ensure up-to-date knowledge of company products, services, and processes.

Essential Responsibilities:

• Client Partnership: Collaborate closely with customers to understand their specific challenges and partner with them to develop customized solutions. Ensure customer satisfaction by providing timely and effective support.
• Customer Engagement: Serve as the primary point of contact for customers, proactively anticipate needs, address concerns and complaints promptly and professionally. Build and maintain strong customer relationships through effective communication and problem resolution.
• Analytical Problem Solving: Leverage strong analytical skills to diagnose customer issues, identify root causes, and develop effective solutions that align with customer needs.
• Travel & Direct Client Interaction: Must be able to travel to client sites (approx. 80% travel required) to provide in-person support, build relationships, and ensure a seamless customer experience.
• Cross-Functional Liaison: Act as a bridge between the sales and dispatch teams, facilitating communication, resolving issues, and ensuring best practices are followed. Work to optimize processes and enhance the overall customer experience.
• Process Improvement: Identify opportunities for process improvements based on customer feedback and internal insights. Implement strategies to enhance service delivery and customer satisfaction.
• Documentation & Research: Maintain detailed records of customer interactions, issues, and solutions. Conduct research to stay informed about company products, services, and processes, ensuring that you provide accurate and up-to-date information to customers.

Qualifications:

• 2-5 years of experience in customer service, client relations, or a related role.
• Ability to travel extensively (approximately 80% travel required) and engage in direct client interactions.
• Strong analytical and problem-solving skills, with the ability to develop and implement effective solutions.
• Forward-thinking approach with a focus on continuous improvement.
• Excellent administrative, written, and verbal communication skills.
• Detail-oriented with a strong focus on accuracy and documentation.
• Proven ability to manage multiple tasks and prioritize effectively.
• Ability to work independently and collaboratively in a dynamic environment.
• Experience working cross-functionally.
• Strong organizational skills and ability to work independently.
• Proficiency in Microsoft Office/Teams.

• Bachelor’s degree in Business Management or relevant job experience.
• Fluent in Spanish A PLUS.