Job Description
We are a leading logistics and support firm seeking a highly motivated Night Shift Customer Support Representative to join our dynamic team. We are actively hiring for our Philadelphia, PA facility and have exciting opportunities available in our Virginia hubs. If you thrive in a fast-paced environment and enjoy providing exceptional service during the evening hours, this is the perfect role for you.
As a Night Shift Specialist, you will be the first point of contact for our clients, ensuring seamless operations and resolving inquiries with precision and empathy. We offer a competitive night shift differential and a comprehensive benefits package.
Responsibilities
- Manage High-Volume Inquiries: Handle incoming phone calls, emails, and chat requests from clients regarding shipping status, account issues, and technical support during the night shift.
- Issue Resolution: Troubleshoot and resolve complex logistical issues and customer complaints efficiently to ensure high satisfaction rates.
- Data Management: Accurately log all customer interactions into our CRM system and update shipment tracking information in real-time.
- Shift Coordination: Collaborate with the day shift team to ensure a smooth handover of unresolved tickets and critical account alerts.
- Process Improvement: Identify recurring issues during the night cycle and suggest operational improvements to the management team.
Qualifications
- Availability: Must be available to work full-time night shifts (e.g., 10:00 PM - 6:00 AM) or rotating shifts, including weekends and holidays.
- Experience: Minimum of 1-2 years of experience in customer service or logistics support.
- Communication: Superior verbal and written communication skills with a professional, calm demeanor.
- Technical Proficiency: Comfortable using computer systems, CRM software, and navigating multiple windows simultaneously.
- Education: High School Diploma or GED required; Associate’s degree preferred.