Job description
Job Summary:
As a Customer Service Specialist of Last Mile Home Delivery, you will be the main point of contact for independent contractors, retail clients, and end-user members. As a Customer Service Specialist, you will be responsible for assisting all aspects of operations to ensure the successful completion of deliveries.
Essential Functions:
- Must have strong customer service skills
- Strong critical thinking skills
- Proficient problem-solving skills
- Develop relationships with general managers and retail client team members to assist with member needs and team issues
- Ability to conduct phone calls professionally and efficiently
- Ensure routes are effectively audited daily and weekly
- Act as the liaison between driving teams and retail customer
- Act as liaison between driving teams and end-user member
- Work closely with management to analyze metric data and the best way to coach teams for improvement
- Research, identify, and establish delivery failures to assist management with improving overall weekly, monthly, and quarterly metrics.
- Other duties as assigned.
Other Requirements:
- High school degree or equivalent.
- Minimum one year of related experience in customer service skills
- Prior transportation experience is preferred.
- Confidence to speak with members
- Ability to deal with difficult people with empathy and understanding
- Ability to problem solve quickly
- Must be proficient in Microsoft Office Suite
- Must be proficient in data retrieval from internet job databases.
- Strong written and verbal skills
- Must be professional in presentation and interaction
- Must be highly detail-oriented
- Must be able to record data accurately
- Must have the flexibility to adapt to shifting priorities.
- Ability to demonstrate a sense of urgency, be self-driven, have leadership skills, be a team player, and strong relationship builder.
- Ability to effectively respond and interact with all levels of the organization.
- Must have a positive work ethic, the ability to connect and inspire others, and communicate clearly.
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