Onsite Customer Service Representative

Nellis Auction•Las Vegas, NV

4h•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 connects warehouse operations with customer service by resolving customer concerns, preventing service failures, and ensuring accurate order fulfillment. It requires sound judgment, real-time problem solving, and cross-functional collaboration to support operational efficiency and customer satisfaction.

Requirements

At least 1 year of customer service experience.
Experience in fast-paced, customer-facing environments, with demonstrated ability to resolve conflict and de-escalate situations.
Strong communication and interpersonal skills, including the ability to build trust, influence outcomes, and resolve and de-escalate customer concerns.
Ability to think critically, make sound decisions in real time, 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 cross-functionally 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+ 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 indoors in a warehouse and outdoors, including exposure to varying weather conditions.
Visual acuity including close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Warehouse, retail, or logistics experience.
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 and concerns during pickup operations, providing timely, professional service recovery.
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 explain expectations and policies and support 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 and maintain appropriate documentation.
Support warehouse operations, including lot safety, traffic flow, and load-out processes, to maintain a safe and efficient environment.
Provide 1–2 hours of daily operational support to the Area Manager and/or Returns team 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.