Our client is seeking a highly motivated and customer-focused Logistics Customer Support Representative to join their growing team. In this role, you will serve as the first point of contact for package deliveries and building access requests, ensuring seamless communication between couriers, residents, vendors, and visitors. The ideal candidate thrives in a fast-paced environment, excels at handling high call volumes, and is committed to delivering exceptional customer experiences.
Schedule
- Schedule to be determined by the client
- Based on Eastern Standard Time (EST) – New York, USA
- 37.5 hours per week
Key Responsibilities
- Serve as a remote building concierge, facilitating package deliveries by granting couriers remote access and ensuring packages are placed in designated locations.
- Handle a high volume of inbound calls while maintaining professionalism, efficiency, and accuracy.
- Provide outstanding customer service to vendors, visitors, residents, and delivery personnel.
- Respond to customer inquiries, concerns, and service-related issues in a timely and professional manner.
- Verify and clarify information, resolve concerns, and effectively de-escalate challenging situations when necessary.
- Accurately document all interactions and activities following established procedures and quality standards.
- Maintain a positive, friendly, and solution-oriented approach in a fast-paced production environment.
- Adhere consistently to company policies, procedures, and service expectations.
Qualifications
- Minimum of 2 years of customer service or call center experience, preferably within a BPO environment handling voice accounts.
- Proven experience managing high-volume inbound calls, with recent roles requiring at least 100 inbound calls per day.
- At least 2 years of experience supporting U.S.-based clients and working U.S. business schedules.
- Strong verbal communication and active listening skills.
- Ability to remain focused and productive while working in a stationary position for extended periods.
- Highly coachable and capable of following standard operating procedures consistently.
- Demonstrated ability to handle customer complaints professionally and efficiently.
Technical Requirements
- Reliable fiber internet connection with a minimum speed of 100 Mbps (wireless or signal-based connections are not permitted).
- Windows desktop or laptop with:
- Minimum 8GB RAM
- At least 60GB of available storage
- Intel Core i3 (6th generation or newer), Intel Core i5/i7, or AMD equivalent processor
- Wired call center headset required (wireless and Bluetooth headsets are not permitted).
- Must successfully pass internet speed and Twilio connectivity tests.
- Reliable backup internet connection required.
What We Offer
- Permanent work-from-home opportunity
- Immediate hiring process
- Health insurance coverage for eligible locations
- Long-term independent contractor engagement with a stable and growing organization
