Customer Service Representative

Customer Support Specialist

We're looking for a proactive and customer-focused representative to support our fast-paced delivery operations. In this role, you'll serve as the primary point of contact for customers, ensuring reliable performance, clear communication, and prompt issue resolution. You'll work closely with drivers, dispatch, and operations to monitor service quality, address delivery challenges, and support process improvements—all while maintaining detailed records and jumping in to assist the on-demand team as needed. If you thrive in a fast-paced environment and take pride in delivering exceptional service, we'd love to meet you.

Principal Function: The Customer Support Specialist is responsible for providing customer service support, troubleshooting customer issues, utilizing service knowledge to drive recommendations, and escalates issues as necessary.

Essential Duties and Responsibilities: Duties include, but are not limited to:

• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions.
• Proposes changes to improve the customer experience.
• Answers questions regarding accounts and services.
• Ensures compliance with customer Service Level Agreement (SLAs).
• Tracks repeated customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience.
• Surveys customers to ensure their issues have been resolved in a satisfactory manner.
• Enters and tracks service orders and ensures account information and recorded data is accurate.
• Oversees assigned customer invoicing, including escalating issues as necessary for timely resolution.
• Interviews customers to obtain information and explain available services.
• Solicits interest of new or additional services; handoffs information to appropriate sales representative.
• Coordinates with Sales Department to onboard new customers.
• Assists team members with monitoring route performance metrics and measurements.
• Assists team members to launch new or revised routes and work with our team to assist with our ON Demand Services as required.
• Dispatching of "on demand" orders in line with company and customer expectations.

Supervisory Responsibilities: This job has no employee supervisory responsibilities.