Customer Phone Support Agent

The Dedicated Customer Phone Support Agent serves as a primary phone contact for customers, providing prompt, professional assistance throughout the workday. This position focuses on answering incoming calls, accepting calls transferred by the AI phone system, returning missed calls, and responding to voicemails.

Phone coverage is this role's primary responsibility. Agents will remain available in the assigned call queue during scheduled coverage hours and coordinate breaks to maintain continuous customer support.

Key Responsibilities

• Answer incoming customer calls and AI-transferred calls promptly and professionally.
• Listen carefully to customer questions, clarify their needs, and provide accurate information using approved systems and resources.
• Assist with general inquiries, order status, shipment updates, and other customer service questions within the agent's authority.
• Connect customers with the appropriate department when additional assistance is required, providing a clear explanation of the issue.
• Document each call in the ticketing system, including the customer's concern, assistance provided, and any required follow-up.
• Create or update tickets for matters requiring action from warehouse operations, transportation, billing, account management, or other departments.
• Review voicemails and return missed calls during periods of lower incoming call volume.
• Escalate urgent issues and customer complaints promptly through established channels.
• Maintain a courteous, patient, and professional tone during every interaction.

Role Focus

This is a dedicated phone support position. Agents will not be assigned a separate email inbox, general administrative workload, or unrelated operational duties that interfere with answering customer calls. Ticket documentation and internal coordination will support the calls they handle.

Qualifications

• Previous experience in customer service, a call center, or phone support preferred.
• Strong verbal communication and active listening skills.
• Ability to remain calm and professional when handling customer concerns.
• Ability to navigate phone software, ticketing systems, and customer information while speaking with callers.
• Strong attention to detail and accurate documentation skills.
• Logistics, warehousing, or transportation experience preferred.