Customer Support Specialist
Roadie
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Posted:
August 20, 2023
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Remote
About the position
Roadie, a UPS Company, is seeking a Customer Support Specialist to join their Support team. As the first point of contact for the Roadie community, the specialist will provide phone, email, and text-based support to customers, partners, and users. They will address customer concerns, monitor deliveries, and use internal tools to accurately log interactions and solve issues. The specialist will collaborate with team members from various departments to ensure a seamless delivery experience. This full-time role operates on a 4-day workweek schedule, including nontraditional hours such as evenings, weekends, and holidays.
Responsibilities
- Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members
- Address all customer concerns politely, using active listening skills to understand and confirm the information
- Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience
- Proactively monitor in-progress deliveries and take corrective action when necessary
- Manage non-standard delivery situations with professionalism, empathy, and urgency
- Effectively use Salesforce and other internal tools to accurately log interactions and solve issues
- Collaborate with team members from various Roadie departments to ensure a seamless delivery experience
Requirements
- Excellent communication and problem-solving skills
- Customer-first mentality
- Expert user of mobile and web-based tools
- Ability to work nontraditional hours such as evenings, weekends, and holidays
- Active listening skills
- Efficiency and speed in addressing questions or issues
- Proactive monitoring and corrective action
- Professionalism, empathy, and urgency in managing non-standard delivery situations
- Proficiency in using Salesforce and other internal tools
- Collaboration with team members from various departments
Benefits
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance
- Generous PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- The technology you need to get the job done