Customer Care Representative I

Estes Express Lines

. Schedule, verify, and investigate pickups .

Posted 11/3/2026full-timeRichmond • Virginia • United StatesMid-LevelSenior💰 $18 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills through effective communication and problem resolution in a high-volume call center environment. Proficient in CRM systems and Microsoft Office, with the ability to maintain quality assurance and performance metrics.

Highest-signal resume keywords

Customer Service ExperienceCRM ProficiencyMicrosoft Office KnowledgeTransportation Industry KnowledgeEffective Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ExperienceProblem ResolutionQuality AssuranceDocumentation SkillsProduct KnowledgeService InformationUpselling OpportunitiesSafety ComplianceTime ManagementIndependent Work

Soft Skills

Interpersonal SkillsFlexibilityTeam CollaborationProfessionalismRapport Building

Tools & Technologies

CRM SystemAS/400Multiple WebsitesComputer Screens

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Transportation IndustryCode of ConductPre-Employment Drug ScreenCriminal History Background Check

About the role

Key responsibilities & impact

Schedule, verify, and investigate pickups
Resolve customer problems and direct concerns to the appropriate party
Research inquiries and provide clarifying information
Escalate issues and keep management informed
Build rapport with customers through courteous, friendly, and professional interactions
Document call and email details in the CRM system
Maintain quality assurance requirements and performance metrics
Participate in department meetings
Maintain company-issued equipment and report connectivity issues
Provide product and service information and identify upselling opportunities
Suggest improvements to problem resolution and productivity
Provide incidental receptionist coverage when needed

Requirements

What you’ll need

High School diploma or GED, or equivalent combination of education and experience
Flexibility to work various shifts/schedules and additional hours with little notice
Call Center or customer-facing experience strongly preferred
Knowledge of the transportation industry is a plus
Ability to communicate effectively and accurately in writing and by telephone
Ability to use multiple websites and computer screens
Working knowledge of Microsoft Office
Experience with CRM and AS/400 helpful
Ability to lift approximately 20 lbs. or more if required
Ability to comply with company policies, rules, procedures, and Code of Conduct
Ability to work independently or in a team setting
Ability to work under tight time constraints in a high-volume environment with multiple priorities
Ability to read, interpret, and comply with written safety rules, operating procedures, manuals, and maintenance instructions
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and criminal history background check
Must be authorized to work in the United States
Regular attendance is required

Benefits

Comp & perks

Ability to work from home based on the needs of the business
Opportunities for career advancement at Estes
Reasonable accommodations may be made for individuals with disabilities
Company-issued equipment