TrueSource, LLC

Customer Support

• The Customer Service Representative for TrueSource is responsible for providing quality and efficient customer service to Customers.
• Facilitates outstanding customer relations; provide thorough account knowledge; and strong teamwork, problem resolution, and time management skills.
• Must adhere to Customer deadlines.
• Promote both internal and external confidence in the services we provide.
• Provide professional customer service phone support, ensuring all assigned inbound and outbound calls are handled according to standard operating procedures and prioritized by level of urgency
• Review and respond to assigned emails in a timely manner, ensuring accurate and timely status updates are provided
• Document calls and issue / update work orders within internal service system and external Customer portals, as necessary
• Schedule service calls with Affiliates and Customers
• Work within your team of assigned Customer(s) to ensure all jobs and Customer deadlines are met by following Customer-specific guidelines and internal procedures
• Work with identified Affiliates to ensure work is completed timely and within Customer expectations
• Track and assist in resolution of Customer issues through follow-up conversations with Affiliates and Customers
• Interact with other departments and teams to ensure services are met
• Communicate all short and long-term customer service issues in a timely, efficient, and knowledgeable manner, resolving them according to all relevant protocols
• Promote professionalism, positive corporate image, and enthusiasm when dealing with Customers and Affiliates
• Work effectively in a team environment, communicate with other employees, develop computer skills, and promote a positive work ethic
• Prioritize work to meet or exceed established performance standards
• Other duties as assigned
Key Performance Measurements
Customer and Affiliate satisfaction, issue resolution, quality assurance scores, data accuracy, and speed of service
Schedule adherence including attendance, on-time arrival / departure, timely breaks and lunches
Management observation regarding attitude, diligence, team contributions, and willingness / ability to learn new skills and information
Other metrics, as prescribed by management