Estimated reading time: 3 minutes
Like many organizations, Schneider employs a large team of customer service representatives. These individuals have a crucial job, as they focus on managing customer relationships through different channels of the order process.
In the customer’s eyes, a customer service representative is essentially the face of the company.
If you’re looking for your first job, a change of pace or a new career altogether, customer service could be a great fit. Continue reading to explore a day in the life of a customer service representative.
What kind of hours might a customer service representative work?
Many companies that employ customer service representatives are 24/7 operations, so companies need them on first shift, second shift and third shift. This means customer service working hours vary from:
- 7 a.m.-3 p.m.
- 3 p.m.-11 p.m.
- 11 p.m.-7 a.m.
- Or, sometime in between.
The days they work also vary. Some work Monday through Friday, while others work a variety of both weekend and week days.
A typical day as a customer service representative
Starting your shift
Great customer service representatives start their day by reviewing a checklist they put together the day before. A checklist for one who works at Schneider, for example, could include:
- See which of their customer loads were delivered and which ones were picked up while they were away.
- Review what loads should be picked up during their upcoming shift and the loads that are tracking as “late.”
- Explore what markets have excess capacity and what markets need more capacity.
It’s important to note that some customer service representatives manage relationships with just one customer while others manage the relationships with a variety of customers.
Getting tasks done and solving problems
Once a customer service representative goes through their checklist and knows the lay of the land, they typically shift their focus to prioritizing customer communication.
Individuals at Schneider typically communicate with their customers about things such as:
- The status of the customer’s loads.
- Freight issues that arise.
- Solutions to solve the problems.
- Additional freight the customer needs to have moved.
This communication requires a solid ability to multitask. Customer service representatives communicate with their customers via email, chat and phone call while also using a variety of technological platforms to find the information they need. For example, associates at Schneider access a virtual tool that displays all loads in one place.
Taking a lunch break
Most customer service representatives are paid hourly, which means they are required to take a lunch break at some point in their day. This break usually lasts anywhere from 30 minutes to one hour.
Working on other projects
Besides the day-to-day tasks customer service representatives are in charge of, they also often engage in long-term customer projects. These projects could include anything from finding more efficient processes to piloting a new virtual tool.
Taking advantage of professional development
Oftentimes, they are also encouraged to take advantage of career growth opportunities their company offers. Customer service representatives may have opportunities to attend training sessions and development programs during their shift that will help them grow into more advanced roles, like leadership positions.
Finishing out the day
At the end of a customer service representative’s day, they usually prepare for their next day by putting together their checklist. They also provide information about items that cannot wait for when they return tomorrow that will need attention from the next shift.
All this work ensures customers are satisfied with the services or goods the company they work with provides.
