TOC CUSTOMER SERVICE REPRESENTATIVE

The TOC Customer Service Representative (CSR) provides essential support to the 24/7 Transportation Operations Center (TOC). This role requires effective communication and problem-solving skills to assist drivers, stores, and field teams with delivery assistance, travel guidance, on-the-road support, and store operations support through phone, SMS, email, and chat. CSRs play a crucial part in ensuring successful customer service interactions by offering real-time support to addressing issues promptly.

Job Responsibility

Customer Support (65%)

• Responds promptly to drivers, stores, and field teams via phone, SMS, email, and chat for delivery, travel, navigation, and operations inquiries.
• Assists with onsite delivery challenges and provides troubleshooting support to resolve issues quickly.
• Escalates complex cases to higher-level support as needed to ensure effective problem resolution.
• Coordinates with store operations teams to provide necessary delivery details and resolve issues effectively.

Issue Documentation & Case Management (25%)

• Logs support interactions accurately in ServiceNow to maintain a comprehensive record of cases.
• Tracks and monitors ongoing issues to ensure timely resolutions, escalating unresolved cases as necessary.
• Documents resolution steps and key updates to support seamless case handover between shifts.

Team Collaboration & Communication (10%)

• Fosters a positive and collaborative team environment by communicating openly and effectively with colleagues.
• Participates in team meetings to discuss cases and share best practices for improved service delivery.
• Supports a seamless 24/7 operation by ensuring effective handovers and updates between shifts.

Job Qualifications

• Proven customer service skills with a proactive approach to problem-solving.
• Ability to operate with a sense of urgency and manage multiple cases simultaneously.
• Demonstrated effectiveness in written and verbal communication, fostering teamwork and constructive collaboration.
• Ability to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail.

Education/Experience

• High school diploma or GED required.
• 1-2 years of customer service experience, ideally in a fast-paced or logistics-related environment.
• Familiarity with CRM systems such as ServiceNow is preferred.

Work Where You Matter

At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.

Company Overview

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day. by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.