Customer Support:

• Answer incoming customer calls promptly and professionally.
• Follow Worthey Trucking's call-handling procedures and customer service standards.
• Greet customers professionally and identify the reason for their call.
• Listen carefully to customer questions, concerns, and requests.
• Provide accurate information using company-approved systems and resources.
• Transfer or escalate calls when necessary.
• Document customer interactions accurately.
• Maintain appropriate call etiquette throughout every interaction.

• Make scheduled outbound calls to existing and prospective customers.
• Follow assigned call lists and daily call schedules.
• Introduce Worthey Trucking and its available services when appropriate.
• Contact customers regarding previously submitted inquiries or service requests.
• Follow up with customers who have requested additional information.
• Contact customers regarding upcoming or completed services.
• Conduct customer satisfaction follow-up calls.
• Maintain professional telephone etiquette on every call.

Lead Follow-Up

Outbound agents may be responsible for following up with individuals or businesses that have expressed interest in Worthey Trucking.

Duties may include:

• Calling new leads.
• Following up on website inquiries.
• Following up on service request forms.
• Contacting prospective trucking companies.
• Contacting prospective transportation customers.
• Determining the customer's transportation needs.
• Providing approved information about company services.
• Recording the outcome of each lead.
• Scheduling a follow-up when appropriate.
• Forwarding qualified leads to the appropriate department.

Customer Follow-Up

The agent may contact existing customers to:

• Confirm that services were completed satisfactorily.
• Follow up on previous customer concerns.
• Obtain additional information.
• Confirm appointments or requested services.
• Provide updates when authorized.
• Determine whether additional assistance is needed.
• Maintain ongoing customer relationships.

Service Confirmation

Outbound agents may make calls to confirm:

• Pickup appointments.
• Delivery appointments.
• Service requests.
• Customer information.
• Contact information.
• Requested transportation services.
• Follow-up appointments.
• Other company-approved arrangements.

The agent must accurately document any changes or information received during the call.

Customer Retention

Outbound agents may contact existing customers to help maintain long-term relationships with Worthey Trucking.

This may include:

• Checking in with customers after service.
• Identifying unresolved concerns.
• Asking whether additional assistance is needed.
• Following up with inactive customers.
• Communicating approved company promotions or services.
• Identifying opportunities for continued business.
• Forwarding potential sales opportunities to management or the appropriate department.

 Business-to-Business Outreach

Depending on the position's assigned responsibilities, the agent may contact businesses that could potentially use Worthey Trucking's services.

Potential contacts may include:

• Trucking companies
• Motor carriers
• Freight customers
• Shippers
• Brokers
• Logistics companies
• Transportation partners
• Commercial customers

The agent should follow company-approved scripts, talking points, and outreach procedures.

Call Documentation

After each outbound interaction, the agent is responsible for accurately documenting:

• Date and time of the call.
• Contacted party.
• Purpose of the call.
• Customer response.
• Service needs identified.
• Follow-up requirements.
• Appointment information.
• Lead status.
• Relevant notes.
• Escalations or issues requiring additional attention.

Accurate documentation is essential because other Worthey Trucking employees may rely on these records.

Call Campaigns

• Worthey Trucking may assign outbound agents to specific call campaigns, such as:
• 
  
• Customer Follow-Up Campaign
• 
  
• Contact customers after a service to confirm satisfaction and identify unresolved concerns.
• 
  
• Lead Follow-Up Campaign
• 
  
• Contact individuals who submitted an online inquiry or requested information.
• 
  
• Carrier Outreach Campaign
• 
  
• Contact trucking companies or carriers regarding available Worthey Trucking services.
• 
  
• Customer Re-Engagement Campaign
• 
  
• Contact previous or inactive customers to determine whether they currently need transportation or logistics assistance.
• 
  
• Appointment Confirmation Campaign
• 
  
• Contact customers to confirm scheduled transportation-related appointments.
• 
  
• Service Awareness Campaign
• 
  
• Contact existing customers to inform them about additional services offered by Worthey Trucking.

• Assist customers with questions regarding Worthey Trucking's services.
• Receive and document transportation service requests.
• Assist customers with general shipment and delivery inquiries.
• Provide available updates regarding transportation services.
• Handle customer complaints professionally.
• Attempt to resolve customer concerns within established guidelines.
• Escalate issues that require management or operational assistance.
• Follow up on customer requests when required.

The Call Center Agent will communicate with Worthey Trucking's internal departments when customer assistance requires additional support.

This may include communicating with:

• Dispatch
• Operations
• Transportation personnel
• Drivers
• Carrier representatives
• Management
• Billing and administrative personnel

The agent is responsible for accurately documenting and relaying information so that customers receive timely and consistent support.

Because this is a remote call-center position, employees are responsible for maintaining a professional home working environment.

Employees must:

• Maintain a quiet and professional workspace.
• Have reliable high-speed internet access.
• Have a suitable computer capable of running required company applications.
• Maintain reliable telephone/headset equipment as required.
• Be available and logged into required systems during scheduled working hours.
• Remain attentive and available while on the clock.
• Protect customer and company information.
• Keep company information confidential.
• Follow all remote-work and call-center procedures.
• Maintain a professional environment during customer calls.

Household distractions, excessive background noise, or interruptions should not interfere with customer interactions.

Agents may receive calls concerning:

• Transportation services
• Service requests
• Shipment inquiries
• Delivery updates
• Pickup inquiries
• Scheduling questions
• General company information
• Customer complaints
• Service problems
• Driver-related questions
• Carrier inquiries
• Billing-related questions
• Follow-up requests
• Other transportation and logistics matters

Every call should reflect the professional standards of Worthey Trucking.

Agents are expected to:

• Be courteous and respectful.
• Listen before responding.
• Speak clearly and professionally.
• Provide accurate information.
• Avoid arguing with customers.
• Remain calm when handling difficult conversations.
• Protect confidential information.
• Take ownership of customer requests.
• Document calls accurately.
• Escalate issues appropriately.

Performance may be evaluated based on factors such as:

• Attendance and punctuality
• Schedule adherence
• Call availability
• Call quality
• Customer service quality
• Professional communication
• Accuracy of information provided
• Documentation accuracy
• Resolution of customer requests
• Appropriate escalation of issues
• Productivity
• Adherence to company procedures

• Strong verbal communication skills.
• Professional telephone etiquette.
• Strong listening skills.
• Basic computer proficiency.
• Reliable internet connection.
• Ability to work independently from home.
• Ability to remain focused during scheduled working hours.
• Ability to multitask.
• Strong organizational skills.
• Dependability and punctuality.

• Call centers
• Customer service
• Transportation
• Trucking
• Logistics
• Dispatching
• Freight
• Shipping and receiving
• Administrative support

The ideal candidate is professional, dependable, patient, organized, and comfortable communicating with customers by telephone.

The candidate should be able to work independently without constant supervision while maintaining the productivity and professionalism expected in a traditional call-center environment.

The employee should understand that although the position is performed from home, Worthey Trucking's customer service standards remain the same as they would be in a physical call center.