EndereçoDraiver is an industry leading self-learning logistics platform that enables vehicle movement planning, coordination, and execution. We streamline management by connecting businesses to transport services and independent contract drivers, simplifying employment with quick and direct access to jobs and drivers, GPS routing and tracking, as well as providing digital documentation and payment options. Our all-in-one application provides you with the tools to better drive your business. This position is fully remote and will be located in Mexico or Brazil.Must be able to juggle multiple phone calls, answer varying emails, contacting driver contractors, record and enter detailed customer information into our CRM, and other duties as assigned regardless of account. Must be able to handle multiple duties at once both calmly and accurately.
Account Manager Major Responsibilities:Responds to customer/account management inquiries and needs in a timely manner. Serves as intake person for customer complaints.Uses a computer system or customer portal to retrieve/update scheduled and relevant information. Quickly and accurately determine the best method to assist customer.Ensures daily activities of driver contractors are assigned and accomplished on-time.Communicates all relevant details of driving assignments to drivers to ensure proper execution.Provides customer/account management support by responding to questions and concerns regarding customer trips including no shows, cancellations and missed tripsHandles customer/account management concerns and requests for information in an expeditious and professional manner both internally and externally.Completes a variety of daily reports and clerical duties, including daily End of Shift report.Answers and directs business calls to appropriate personnelManages emergency situations for vehicle operators, act as liaison between the driver contractors and emergency services (i.e., ambulance). Contacts and works with the Risk department after the intake of initial injury call.Manages vehicle breakdown/roadside assistance for the driver contractorsManages daily service by reviewing trip performance and efficiency while trip is in progressProactively responding to in trip and post trip situations that impact customer/account managementResolves problems by working with both customer/account and driver contractorsAct as an owner and manager of assigned accounts while proactively assisting other team members with their assigned accounts, as needed or directed.Works with Management in assisting with the execution of account profitability.Meet goal of ticket response time set by the Department HeadEscalates unresolved issues to management as appropriate.Quick independent thinking and problem solvingOther duties as assigned
Qualifications:2 years of customer service, dispatch, or scheduling experience preferredExcellent phone demeanor and customer service skillsAbility to work and think independentlyExcellent organizational and time management skillsExcellent verbal, interpersonal, judgement, and problem-solving skillsFluent in English; Portuguese and Spanish would be a plus
