Delivery Station Customer Service Associate, DSL

About the Role

As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in-station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages.

Key Responsibilities

• Communicating with customers directly in-person, via phone, and email.
• Empathizing with and prioritizing customer needs.
• Upholding company values and respecting every customer.
• Resolving issues and setting appropriate expectations with customers.
• Clearly understanding and responding appropriately to customer issues.
• Consistently composing grammatically correct, concise, and accurate written responses.
• Approaching problems logically and with good judgment to ensure the appropriate customer outcome.
• Making quick and effective decisions on behalf of the customer.
• Working a flexible Full-Time (40+ hours per week) schedule.
• Carrying, lifting, pushing, and pulling up to 49 pounds.
• Frequently pushing, pulling, squatting, bending, and reaching.
• Standing and walking during shifts lasting up to 12 hours.
• Working in an environment where the noise level varies and can be loud (hearing protection will be provided).
• Working in an environment where the temperature may vary due to outside weather conditions and is not controlled.
• Communicating with our warehouse, associates, delivery partners, and customers when they need guidance.
• Informing delivery partners when a customer needs to reschedule a delivery.
• Resolving delivery issues straight away to ensure a great customer experience.

Requirements & Tech Stack

• High school or equivalent.
• Experience in Customer Service.
• Experience working with computers and Microsoft Office (including Outlook, Word, and Excel).
• Experience prioritizing and managing time effectively in dynamic environments.
• Experience working with computer and web-based tools.

Qualifications

• Bachelor's degree or equivalent (preferred).
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators (preferred).
• Experience with written and verbal communication and presentation (preferred).
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand (preferred).