UPS Digital: Parcel Pro - Customer Service Representative
About The Position
Parcel Pro is seeking a Customer Service Representative to provide service and support to customers using its insured shipping and risk management solutions. The representative is the primary contact for inquiries concerning shipping insurance, account services, policy administration, claims support, shipment tracking, and general account maintenance. The role calls for a customer-focused, detail-oriented person who can resolve concerns and deliver a positive customer experience. It requires strong communication and problem-solving skills, as well as the ability to manage multiple priorities in a fast-paced environment. The position supports Parcel Pro’s commitment to protecting high-value shipments and providing customer service. It is based in the Downtown LA office and follows a hybrid work schedule; it is not remote. The representative reports to the Customer Service Supervisor.
Requirements
- At least 1 year of customer service experience.
- Strong verbal and written communication skills.
- Ability to multitask and prioritize work effectively.
- Strong organization and attention to detail.
- Proficiency with Microsoft Outlook, Excel, and Word.
- Ability to work independently and collaboratively in a team environment.
- Professionalism and a customer-focused mindset.
- Must be a U.S. citizen or national, an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Nice To Haves
- Associate's or bachelor's degree.
- Experience in insurance, logistics, transportation, shipping, financial services, or customer service operations.
- Familiarity with shipment tracking systems and customer relationship management (CRM) platforms.
- Experience supporting high-value customers in a service-oriented environment.
- UPS, Parcel Pro, or UPS Capital experience.
Responsibilities
- Respond to customer inquiries through phone, email, chat, and other communication channels.
- Provide accurate and timely information about Parcel Pro products, services, and policies.
- Resolve customer concerns professionally while maintaining customer satisfaction.
- Document customer interactions and follow-up activities in designated systems.
- Build positive customer relationships through professionalism, empathy, and responsiveness.
- Assist with account setup, maintenance, profile updates, and general account inquiries.
- Support policy-related requests and documentation requirements.
- Verify account information and maintain data accuracy.
- Assist customers with shipment protection inquiries and insurance-related questions.
- Research shipment activity using internal systems and tracking tools.
- Provide shipment status updates and coordinate responses to service-related issues.
- Escalate complex shipment or insurance concerns to appropriate departments when necessary.
- Support customers through service exceptions and resolution processes.
- Share customer feedback and trends that may improve the customer experience.
- Contribute to teamwork, accountability, and service excellence.
Benefits
- Medical and prescription drug coverage
- Dental coverage
- Vision coverage
- Flexible Spending Account
- Health Savings Account
- Dependent Care Flexible Spending Account
- Basic and Supplemental Life Insurance and Accidental Death and Dismemberment
- Disability Income Protection Plan
- Employee Assistance Program
- 401(k) retirement program
- Vacation
- Paid holidays and personal time
- Paid sick and Family and Medical Leave time as required by law
- Discounted Employee Stock Purchase Program
- Annual short-term and/or long-term incentive compensation programs, subject to eligibility requirements and not guaranteed
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
