Customer Support Specialist

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<p>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.&nbsp;</p>
<p>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.&nbsp;</p>
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<p><span style="font-weight: 400;">Our Support team operates as the first point of contact for the Roadie community. We’re looking for a <strong>Customer Support Specialist</strong> who brings excellent communication and problem-solving skills, and operates with a customer-first mentality. In this role you’ll act as an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users. Customer Support Specialists work full time on a 4-day workweek schedule that may include nontraditional hours such as evenings, weekends and holidays.&nbsp;</span></p>
<strong>What You’ll Do</strong>
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<li style="font-weight: 400;"><span style="font-weight: 400;">Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Address all customer concerns politely, using active listening skills to understand and confirm the information</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Proactively monitor in-progress deliveries and take corrective action when necessary</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Manage non-standard delivery situations with professionalism, empathy, and urgency</span></li>
<li style="font-weight: 400;">Effectively use Salesforce and other internal tools to accurate log interactions and solve issues</li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with team members from various Roadie departments to ensure seamless delivery experience&nbsp;</span></li>
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<strong>What You Bring</strong>
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<li style="font-weight: 400;"><span style="font-weight: 400;">1+ year customer service experience, optimally with a technology or logistics company</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Able to quickly and efficiently problem solve and troubleshoot</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Comfortable with a fast-paced environment and changing requirements</span></li>
<li style="font-weight: 400;">Ability to receive and implement feedback to continuously improve quality of support provided to customers&nbsp;<span class="Apple-converted-space">&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Proactive and able to comfortably navigate through uncertainty and ambiguity</span></li>
<li>Must have the ability to work a schedule comprised of non-standard hours, including evenings and weekends</li>
<li>Experience with Salesforce, a plus!&nbsp;</li>
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<p><strong>Why Roadie?&nbsp;</strong></p>
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<li>Competitive compensation packages&nbsp;</li>
<li>100% covered health insurance premiums for yourself</li>
<li>401k with company match</li>
<li>Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)&nbsp;</li>
<li>Generous PTO&nbsp;</li>
<li>Monthly 3-day weekends</li>
<li>Monthly WFH stipend&nbsp;</li>
<li>The technology you need to get the job done</li>
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