RMS Call Center Agent - 1st Shift

Pelican•Shepherdsville, KY

22h•Onsite

About The Position

The RMS Call Center Agent is responsible for initiating outbound calls to customers to facilitate the timely and accurate return of reusable packaging. This role plays a key part in supporting the company’s sustainability initiatives by ensuring smooth communication, accurate data management, and exceptional customer service throughout the return process.

Requirements

1–3+ years of call center or customer service experience.
Strong ability to engage with customers in a professional and courteous manner.
Proficiency in Microsoft Office Suite, particularly Excel.
Excellent verbal and written communication skills.

Nice To Haves

Bilingual in Spanish is a plus

Responsibilities

Initiate outbound calls to customers to coordinate the return of reusable packaging, ensuring timely and accurate communication.
Address customer inquiries, provide clear instructions for packaging returns, and resolve any issues or concerns related to the return process.
Update customer records and return statuses in the company’s database, maintaining accuracy and attention to detail.
Follow established protocols for return management, including scheduling pickups, issuing return labels, and coordinating with logistics teams.
Educate customers on the importance of returning reusable packaging and the positive environmental impact of their participation.
Meet or exceed key performance indicators (KPIs), including call volume, customer satisfaction scores, and return completion rates.
Collaborate with colleagues and supervisors to improve processes and ensure alignment with company sustainability goals.
Adhere to all company policies and procedures outlined in the Employee Handbook and/or relevant employment agreements.
Follow all safety protocols and practices related to the job.

Benefits

Competitive paid time off plans
Holiday pay
Extra vacation purchase opportunities
401k plan – with immediate match
Pet insurance
Health Savings Account Contribution
Wellness Discount Program
Global Mental Wellness Program
Quarterly Employee Celebration Days
Peer to Peer Recognition Program
Service Recognition Program
Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
Employee referral program
Paid time off
10 paid holidays per year
Medical/dental/vision insurance
Company-paid life and disability plans
Matching 401k to eligible employees