Customer Service Representative (Hybrid)

📌 Core Information

🔹 Job Title: Customer Service Representative (Hybrid)

🔹 Company: Aston Carter

🔹 Location: Tempe, Arizona, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 29, 2025

🔹 Experience Level: Entry Level (0-2 years)

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering outstanding experiences for carriers and drivers in a contact center environment.
• Managing outbound calls to resolve transportation issues.
• Collaborating with cross-functional teams to optimize operations.
• Adapting quickly to workload surges and fluctuating schedules.

ASSUMPTION: The hybrid nature of the job suggests a combination of remote work and physical presence in Tempe, AZ, which allows flexibility in handling both routine calls and surge demands efficiently.

📋 Key Responsibilities

✅ Deliver exceptional carrier and driver experience via researched solutions in a contact center environment.

✅ Make outbound calls to understand and resolve transportation-related issues.

✅ Support workload surges, including weather-related operations, potentially requiring significant overtime during peak times.

✅ Utilize internal systems for data reporting on daily, weekly, monthly, and quarterly bases.

✅ Collaborate with cross-functional teams to ensure effective field support for driver assignment, load acceptance, and equipment availability.

ASSUMPTION: Responsibilities suggest a dynamic work environment, emphasizing problem-solving and cross-team collaboration as critical success factors.

🎯 Required Qualifications

Education: Bachelor's Degree from an accredited university, or equivalent relevant work experience in logistics/transportation.

Experience: - Entry-Level role requiring either two years at Amazon, four years in logistics/transportation, or a completed Bachelor's Degree.

Required Skills:

• Strong background in a call center setting.
• Problem-solving ability and critical thinking skills.
• Ability to navigate multiple systems for effective resolution.

Preferred Skills:

• Experience in logistics/transportation industry.
• Familiarity with data interpretation through MS Excel tools.

ASSUMPTION: Preferred skills amplify the ability to handle logistics and data management, which are vital for success in this role.

💰 Compensation & Benefits

Salary Range: $21.00/hour

Benefits:

• Medical, dental, and vision insurance.
• 401(k) with pre-tax and Roth post-tax contributions.
• Life and AD&D insurance.
• Paid time off and sick leave.

Working Hours: Flexible shifts, including nights and weekends, to support 24/7 operations.

ASSUMPTION: Compensation aligns with industry standards for entry-level customer service roles, particularly in a hybrid logistics environment.

📌 Applicant Insights

🔍 Company Context

Industry: Staffing and Recruiting

Company Size: 1,001-5,000 employees, suggesting robust resources and opportunities for career advancement within the staffing and recruiting sector.

Founded: 1997, with a long-standing reputation in corporate talent solutions.

Company Description:

• Provides talent solutions across various industries including accounting and finance.
• Recognized for excellence in client and talent services.
• Global offices serving diverse markets including Fortune 500 companies.

Company Specialties:

• Human Resources and talent acquisition.
• Procurement and supply chain.
• Operations and administrative support.

Company Website: http://www.astoncarter.com

ASSUMPTION: The company's global footprint and specialization in talent solutions offer employees exposure to industry-leading practices and career growth.

📊 Role Analysis

Career Level: Entry level, suitable for those new to the industry or seeking to develop foundational skills in customer service and logistics.

Reporting Structure: Likely reports to a team lead or supervisor within the contact center.

Work Arrangement: Hybrid model, indicating a balance between remote work and physical presence.

Growth Opportunities:

• Potential for advancement to supervisory roles.
• Opportunities for specialization in logistics or customer service management.
• Access to cross-department training and skills development.

ASSUMPTION: The role provides a solid platform for entering the logistics and transportation sector with potential upward mobility for driven individuals.

🌍 Location & Work Environment

Office Type: Hybrid, combining remote work flexibility with in-office collaboration.

Office Location(s): Tempe, Arizona

Geographic Context:

• Located in a vibrant city with access to major logistics networks.
• Proximity to key transportation hubs.
• Robust local economy supporting varied employment opportunities.

Work Schedule: Requires availability for varied shifts to meet operational demands.

ASSUMPTION: Location and work arrangement offer a lively environment conducive to both personal and professional growth.

💼 Interview & Application Insights

Typical Process:

• Initial application review and screening.
• Possible phone or video interviews.
• On-site interview to assess culture fit and technical skills.

Key Assessment Areas:

• Problem-solving and critical thinking abilities.
• Adaptability to fast-paced and changing environments.
• Communication and customer service skills.

Application Tips:

• Highlight experience in call center or customer service roles.
• Showcase any logistics or transportation industry knowledge.
• Prepare for scenario-based questions reflecting real-world challenges.

ATS Keywords: Call Center, Customer Service, Logistics, Problem Solving, Critical Thinking, MS Excel

ASSUMPTION: A comprehensive hiring process emphasizing practical application of skills and adaptation to company culture.

🛠️ Tools & Technologies

• Internal data reporting systems: AAP, Reach, Decisiv, FMC & YMS.
• Basic MS Excel for data interpretation.
• Communication and customer support tools.

ASSUMPTION: Familiarity with customer support technologies and data management systems is core to daily responsibilities.

👔 Cultural Fit Considerations

Company Values:

• Commitment to diversity and inclusion.
• Focus on employee growth and engagement.
• Recognition and reward for performance excellence.

Work Style:

• Collaborative and team-oriented approach.
• Adaptability and flexibility in changing scenarios.
• Performance-driven with focus on results.

Self-Assessment Questions:

• Am I comfortable working in a fast-paced, dynamic environment?
• Can I effectively communicate and resolve issues over the phone?
• How well do I adapt to changing processes and metrics-driven roles?

ASSUMPTION: Understanding cultural dynamics will help assess fit and potential contribution to the team.

⚠️ Potential Challenges

• Navigating multiple systems for problem resolution.
• Managing high call volumes and varying shift schedules.
• Adapting to frequent changes in procedures and processes.
• Balancing workload surges and overtime requirements.

ASSUMPTION: Addressing challenges conveys resilience and adaptability, crucial for success in this role.

📈 Similar Roles Comparison

• Entry-level roles in logistics may demand similar skill sets.
• Customer service positions in different industries could provide transferable experiences.
• Contact center roles in other sectors may offer comparable challenges and opportunities.

ASSUMPTION: Evaluating similar roles can offer insights into career trajectory and skill application.

📝 Sample Projects

• Develop a process improvement plan to enhance customer experience.
• Analyze call data to identify recurring issues and provide solutions.
• Lead a cross-departmental team to streamline driver assignment protocols.

ASSUMPTION: Sample projects exemplify the role’s focus on practical solutions and collaboration.

❓ Key Questions to Ask During Interview

• What strategies does Aston Carter use to handle workload surges?
• How does the company support career growth for customer service roles?
• What are the main metrics used to evaluate success in this position?
• How does the hybrid work model function within the team?
• What is the company culture like, especially concerning inclusivity and diversity?

ASSUMPTION: Asking insightful questions during interviews can demonstrate serious interest and initiative.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company's career page.
• Ensure your resume reflects key skills and experiences mentioned in the job listing.
• Prepare for interviews by researching the company and its industry.
• Follow up with the hiring manager to express continued interest.
• Consider reaching out to current employees to gather insights into the role.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.