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    Escalation Resolution Specialist - Cincinnati, United States - Total Quality Logistics, Inc.

    Total Quality Logistics, Inc.
    Total Quality Logistics, Inc. Cincinnati, United States

    3 weeks ago

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    Description

    About the role:


    As an Escalation Resolution Specialist at TQL, you will play a vital role in supporting our sales floor by ensuring overall customer satisfaction.

    Your expertise in issue resolution and risk management will be instrumental in upholding our commitment to delivering exceptional customer service 24/7/365.


    What's in it for you:

    • Starting at $17.50/hour + 401(k) with company match
    • Health, Dental and Vision coverage to best fit your needs, including a plan that takes $0 out of your paycheck
    • Advancement opportunities with structured career paths
    • Employee referral bonuses
    • We win wherever we go - Voted a Fortune 100 Best Companies to Work For and Forbes America's Best Employers (2022)

    What you'll be doing:

    • Assist LAEs with any over-the road issues that may arise; including but not limited to breakdowns, hostage situations, late deliveries, traffic accidents, etc.
    • Monitor inbound and outbound call and request flow to ensure the department is in accordance with established guidelines and, when needed, re-direct efforts to better meet the needs of the business, as well as the service level commitments for the department
    • Investigate disputes, determine proper course of action, and objectively report situations in an unbiased manner to appropriate department heads
    • Maintain and update accurate information in our state-of-the-art systems

    What you need:

    • Excellent verbal and written communication
    • Positive attitude, professional demeanor, tactful and ethical
    • Self-motivated and dependable; able to work independently
    • Strong problem solving, attention to detail, and critical thinking skills
    • Ability to prioritize many different requests and handle changing priorities
    • At least 1 year of previous experience in a fast-paced work environment preferred
    Where you'll be: 4289 Ivy Pointe Blvd, Cincinnati, OH 45245
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