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National Express Customer Service Representative in Rosemead, California


The Customer Service Representative is a key part of our Charter Customer Service team, ensuring that National Express LLC (NELLC), and its operating companies delivers the highest level of customer service possible to our valued clients. The principle core competencies required for success in this position include: a customer focus; the ability to analyze and solve problems; sales and customer retention skills; and an effective understanding and use of technology. This position will help NELLC move to the next level in customer satisfaction.


  • Responsible for acting as a liaison between the customer and the company.

  • Provide a world class customer experience to both internal and external customers via phone and email.

  • Assist customers with service requests, changes, cancelation, and other queries.

  • Capture detailed customer charter requests and provide an accurate quotation.

  • Follow-up with leads via phone and email.

  • Assist customers with single call issue resolution.

  • Ensure personal revenue goals and objectives are exceeded

  • Directly contribute to department revenue goal attainment.

  • Other duties as assigned.



  • High School graduate or equivalent

  • Customer service experience in a contact/call center environment required

  • Excellent oral communication skills to respond and present professionally to callers and visitors.

  • Demonstrated ability to effectively and diplomatically handle a wide range of demanding inquiries from a variety of internal and external sources.

  • Strong inter personal skills and excellent written and oral communication skills required

  • Critical thinking and problem-solving skills are also required

  • Excellent oral and written communication skills with excellent interpersonal skills

  • Computer literacy, preferably in word processing and spreadsheets

  • Prioritization, organization, coordination and time management skills to coordinate and prioritize multiple tasks

  • Prior logistics/charter sales experience preferred

  • Transportation industry experience a plus

  • Bilingual English/Spanish a plus

Job: Operations Field

Primary Location: United States-California-Rosemead-East San Gabriel Rosemead, CA

Organization United States Bus

Employee Status Regular

Job Shift Day Job

Travel No

Req ID: 191771