DAT Freight & Analytics is a technology company focused on transportation and logistics, providing solutions to improve freight efficiency. The Customer Support Representative role involves being the primary contact for customers, addressing inquiries and ensuring satisfaction through effective problem resolution and collaboration with other departments.
Responsibilities
- Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset
- Troubleshoot customer issues, offering clear and concise solutions
- Escalate complex issues to the appropriate teams when necessary
- Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information
- Actively seek customer feedback to improve our service and products
- Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution
Skills
- Fluent in Spanish
- Strong technical skills
- Experience in high call volume environments
- Deep understanding of fintech solutions
- Available 9am - 5pm PST
- Demonstrates pride, ownership, and accountability for work
- Shares opinions openly on what's working and what's not
- Comfortable with independently owning large features with multiple moving parts
- Seeks feedback early and often in the development process
- Collaborates effectively and empathetically across different roles
- Identifies speed vs quality tradeoffs and balances them judiciously
- Believes diverse teams make better decisions and fosters a culture of inclusivity
- Ability to work in a fast-paced environment and adapt to changing demands
- Proficiency in using CRM software and other customer support tools (Zendesk, Hubspot, Freshdesk, etc.)
- Exhibits excellent communication skills, both verbal and written
- 1-3 years' experience
- Proven experience in customer support or a related field
- Familiarity with Fintech or the Freight industry
- Hubspot experience
Benefits
- Medical, Dental, Vision, Life, and AD&D insurance
- Parental Leave
- Up to 20 days of paid time off starting in year one
- An additional 10 holidays of paid time off per calendar year
- 401k matching (immediately vested)
- Employee Stock Purchase Plan
- Short- and Long-term disability sick leave
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program
- Additional programs - Employee Referral, Internal Recognition, and Wellness
- Free TriMet transit pass (Beaverton Office)
- Competitive salary and benefits package
- Work on impactful projects in a cutting-edge environment
- Collaborative and supportive team culture
- Opportunity to make a real difference in the trucking industry
- Employee Resource Groups
Company Overview
DAT Freight & Analytics maintains a market for truckload freight. It was founded in 1978, and is headquartered in Beaverton, Oregon, USA, with a workforce of 501-1000 employees. Its website is https://www.dat.com/.