Freight Customer Service Rep

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

U.S. Bank Freight Payment

Customer Support Help Desk

Position Description

Provide high quality customer support through telephone inquiries and email. Detailed research and problem solving.

Duties & Responsibilities

• Answer customer calls/emails as the first point of contact for service calls
• Investigate and research various requests, both online and archival, to resolve customer issues
• Maintain positive customer relations and overall service level management
• Counsel buyers/sellers to resolve issues that may slow or complicate payment or cash application
• Communicate with buyers/sellers clearly and professionally; develop and maintain strong customer relationships
• Accurately document buyer/seller issues and log customer call for future issue analysis
• Track open service requests and ensure timely completion 
• Inform Account Manager of critical issues/updates affecting the relationship and partner with the Account Manager to resolve issues, when necessary
• Coordinate/escalate issues requiring additional assistance as/when appropriate
• Take the lead - both with the customer and internally - to resolve customer issues/problems and follow up to ensure the highest satisfaction

Specific tasks include, but are not limited to:

• Account Locked/Password Reset
• Aging Inquiry/Request
• General Help Questions
• Payment/Financial Status Inquiry
• Report Inquiry/Request
• Research Inquiry/Request
• System Issues/On-Screen Error
• TPR Setup/Maintenance/Issues
• Training
• UserID Setup/Maintenance/Issues
• Compatibility View Settings
• Remittance/Statement Requests
• Payment Terms

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

Location: Naperville Illinois

Schedule: 9:30am-6pm Monday-Friday

Basic Qualifications
- High school diploma or equivalent
- Two to four years of relevant experience

Preferred Skills/Experience

• Minimum of 2 years related professional experience in Customer Service, Transportation, Logistics and/or Operations
• Multilingual candidates preferred
• Strong telephone and interpersonal skills
  - Good problem-solving and researching capabilities
  - Ability to handle difficult customer calls 
• Strong written and verbal communication and interpersonal skills
• Stress tolerant
• Proficient computer skills, especially Microsoft Office applications 
  - Ability to identify and resolve/escalate problems 
  - Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family