LM185: Premier Customer Care Representative Senior

Responsibilities

Provide specialized, enhanced, pro-active service to top accounts. Analyze and resolve ongoing service problems for top accounts. Serve as direct contact for top accounts and provide priority assistance for their requests. Respond to customer requests in a timely and efficient manner. Demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and FedEx. Communicates corporate guidelines to customers in response to their service concerns. Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities. Prepare internal and external reports as needed. Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved. Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management. Within establis...