CUSTOMER SUPPORT SPECIALIST

Roadie

Full-timejunior

Job description

<div class="content-intro">Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit <a href="http://www.roadie.com" target="_blank">www.roadie.com</a>.</div><div class="intro"> <div class="meta"> Our Support team is the front line of the Roadie experience, serving as the trusted first point of contact for our community. We’re looking for a Customer Support Specialist who thrives from helping people, brings strong communication and problem-solving skills, and genuinely puts the customer first. In this role, you’ll become an expert in our mobile and web-based tools, playing a critical part in keeping our logistics services running smoothly while delivering exceptional experiences to our users. This is a full-time role on a 5-day workweek, with schedules that may include evenings, weekends, and holidays- perfect for someone who enjoys flexibility and fast-paced, meaningful work. What You’ll Do <ul> <li style="font-weight: 400; color: rgb(0, 0, 0);">Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Address all customer concerns politely, using active listening skills to understand and confirm the information</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Proactively monitor in-progress deliveries and take corrective action when necessary</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Manage non-standard delivery situations with professionalism, empathy, and urgency</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Effectively use Salesforce and other internal tools to accurate log interactions and solve issues</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Collaborate with team members from various Roadie departments to ensure seamless delivery experience </li> </ul> What You Bring <ul> <li style="font-weight: 400; color: rgb(0, 0, 0);">2+ year customer service experience, optimally with a technology or logistics company</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Able to quickly and efficiently problem solve and troubleshoot</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Comfortable with a fast-paced environment and changing requirements</li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Ability to receive and implement feedback to continuously improve quality of support provided to customers </li> <li style="font-weight: 400; color: rgb(0, 0, 0);">Proactive and able to comfortably navigate through uncertainty and ambiguity</li> <li style="color: rgb(0, 0, 0);">Must have the ability to work a schedule comprised of non-standard hours, including evenings and weekends</li> <li style="color: rgb(0, 0, 0);">Experience with Salesforce, a plus! </li> </ul> Why Roadie? <ul> <li style="color: rgb(0, 0, 0);">Competitive total rewards package</li> <li style="color: rgb(0, 0, 0);">100% company-paid health insurance for yourself</li> <li style="color: rgb(0, 0, 0);">401(k) with company match</li> <li style="color: rgb(0, 0, 0);">Tuition & student loan repayment assistance- yes, we’ll contribute directly to your student loans!</li> <li style="color: rgb(0, 0, 0);">Remote-first environment</li> <li style="color: rgb(0, 0, 0);">Generous PTO</li> <li style="color: rgb(0, 0, 0);">Inclusive family leave policy that supports all new parents</li> <li style="color: rgb(0, 0, 0);">Paid Wellness Days in addition to Company holidays </li> <li style="color: rgb(0, 0, 0);">Monthly WFH stipend</li> <li style="color: rgb(0, 0, 0);">Paid sabbatical leave- tenured Roadies are given extra time to unplug, rest, and explore</li> <li style="color: rgb(0, 0, 0);">The technology you need to get the job done</li> </ul> <div class="job__description body"> <div> <div class="job__description body"> <div> This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S. </div> </div> </div> </div> </div> </div>

Skills

Salesforce