Customer Service Representative

Customer Service Representative

Pasadena, TX

PSC Group is building out a customer service team for our Railcar Repair Division and we are actively seeking Customer Service Representatives (CSR). The PSC CSRs will serve as the front-line communication and key contact for our customers. This mission of our CSRs will be to act as a strong customer advocate, to work proactively to understand their expectations, needs, and concerns, while facilitating timely and excellent communication in all matters. If you are looking to a stable, long-term career in a booming industry, then consider joining the PSC family.

Work Schedule: 8:00 AM - 5:00 PM Monday through Friday (we offer some flexibility with hours)

Job Duties & Responsibilities:

Job Qualifications:

• Ensuring the highest level of customer satisfaction by providing support, guidance, proper follow-up, and resolution of customer requests, concerns, and general inquiries.
• Interact with customers via telephone or email to provide top-level support and advance information on products or services.
• Effective use of communication and interpersonal skills that effectively and efficiently meet the needs of customers and colleagues.
• Match PSC service capabilities with those customer needs.
• Work with customers to define and establish service priorities.
• Follow SOPs to streamline, automate, and improve front-to-end logistics: from taking initial calls to gathering the necessary information to perform the repair work in the field while gathering and completing customer and regulated forms required to submit accurate and timely invoices.
• Closely coordinate all activity for assigned customer account(s), proactively address issues, and implement solutions to ensure meet goals and projection completion deadlines or targets.
• Provide consistent communication, acknowledgement, and confirmation of service delays or challenges.
• Fields and escalates customer problems and concerns when needed.
• Work with customer to document billing requirements and AR resolution.
• Take part in monitoring the call center 800 number, website, and email inquiries.
• Build a strong working knowledge of workflows, expectations, and rules of PSC software/system requirements, as well as Word, Excel, and various other software tools.
• Track and monitor provided system requirements, KPIs, and metrics.
• Self-starter comfortable working independently with strong time management and organizational skills.
• Performs other duties as assigned.

• Experience in customer service and the railcar industry is a plus but not required. Paid on-the-job training is available.
• May require a valid Driver's License and / or a valid TWIC card, depending on work location
• 18 years or older and legally able to work in the U.S.
• Pass a drug screen, physical, and background check
• PSC is a veteran-friendly company. Previous military experience and proven ability to follow procedures is a plus.

Why join the PSC team?

• Founded in 1952, PSC' s longevity is rooted in our commitment to quality service, safety, environmental protection, and taking good care of our employees.
• PSC is the industry leader in product handling and site logistics services for refineries, chemical producers, and marine transportation providers.
• Check out our videos at PSC Group - Career Videos to see how the work we do makes a difference and is essential for our economy.
• Learn more about our company culture and view our PSC Connection employee newsletter at PSC Group - Newsletter
• Our Core Values serve as the foundation for all we do-how we conduct our business, serve our customers, and treat members of our PSC family. Learn more at PSC Group - Core Values

Employee Benefits:

• Medical insurance options with the company paying a large portion of the premiums, including affordable dental and vision plans for employees and their families
• Company-paid life, short-term, and long-term disability insurance
• Matching 401(k) plan to help employees save money for retirement
• Vacation, sick leave, and holiday benefits (varies by work group)
• Incentives, discounts, and bonuses
• Industry-leading training and development programs

• Speak, write, read fluent English. Hear and have good vision.
• Regular on-site attendance and punctuality is required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time.

PSC Group, fomerly known as Petroleum Service Corporation, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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