Onsite Customer Service Representative

Cret•Las Vegas, NV

3d•Onsite

About The Position

The Onsite Customer Service Representative delivers a consistent, high-quality customer experience as the primary point of contact during onsite pickup operations. The role bridges warehouse operations and customer service by resolving customer concerns, preventing service failures, and supporting accurate order fulfillment. It requires sound judgment, real-time problem solving, and cross-functional collaboration to promote operational efficiency and customer satisfaction. The representative also supports warehouse and returns operations, maintains a safe and efficient pickup environment, and identifies recurring customer issues and operational gaps for escalation and process improvement.

Requirements

At least 1 year of customer service experience.
Experience in fast-paced, customer-facing environments and demonstrated ability to resolve conflict and de-escalate situations.
Strong communication and interpersonal skills, including the ability to build trust, influence outcomes, and resolve customer concerns.
Ability to think critically, make sound real-time decisions, and perform effectively in a fast-paced environment.
High attention to detail and accountability for order verification, inventory handling, and documentation accuracy.
Ability to collaborate across functions while maintaining accountability to service standards, operational expectations, and performance outcomes.
Proficiency with computer systems and digital tools.
Ability to stand and walk for extended periods of 8–10 or more hours per shift.
Ability to lift and carry up to 50 pounds independently and participate in team lifts when required.
Ability to bend, squat, reach, and pull frequently throughout the shift.
Ability to work in indoor warehouse and outdoor environments, including exposure to varying weather conditions.
Visual acuity including close, distance, color, and peripheral vision; depth perception; and ability to adjust focus.

Nice To Haves

Warehouse, retail, or logistics experience.
Prior experience training, coaching, or auditing team performance.
Familiarity with warehouse operations, including check-in and load-out processes.
Bilingual skills.

Responsibilities

Serve as the primary onsite escalation point for customer inquiries, concerns, and service recovery during pickup operations, resolving issues promptly and professionally.
Coordinate with offsite Customer Service teams on communication, ticket resolution, and follow-up accountability.
Verify customer orders before load-out to prevent missing items and protect completed sales.
Engage first-time customers to set expectations, clarify policies, and improve customer experience and retention.
Conduct daily service audits using established frameworks such as W.I.N.N.E.R.; provide real-time coaching and reinforce service standards.
Manage and track misplaced or overflow “stash” inventory, document it accurately, and communicate proactively with customers through resolution.
Process customer returns in accordance with company policy, ensuring accuracy and appropriate documentation.
Support warehouse operations, including lot safety, traffic flow, and load-out processes, to maintain a safe and efficient environment.
Provide operational support to the Area Manager and/or Returns team for 1–2 hours daily to address workload gaps and maintain productivity standards.
Identify recurring customer issues and operational gaps, escalate trends to leadership, and contribute to continuous process improvement.