What are the responsibilities and job description for the Customer Support Agent/Dispatcher position at Quicksilver Express Courier, Inc.?
Quicksilver Express Courier is an on-demand delivery company looking to hire a full time Customer Support Associate who will also cross train for a Logistics Coordinator Position. This is not a call center position.
If you are detail oriented and able to work well with others in a fast-paced environment, then this is the position for you!
MUST be reliable!
MUST work well with others!
Customer Support Associate Responsibilities:
- Provide accurate and professional customer support
- Incoming order entry via phone, email, web
- Outbound calls to customers with delivery status
- Provide problem resolution for customers and drivers
- Accurate and complete documentation of all issues
- Constant contact with other customer support associates and logistics coordinators
- Multitask between order entry, monitoring delivery status, problem resolution, etc.
- Other customer support and office duties
Logistics Coordinator Responsibilities:
- Ability to select best possible driver based on location, ability, vehicle specifications & current work load.
- Ability to navigate upwards of 30 drivers simultaneously to complete more than 200 expedited deliveries per day.
- Continually analyze drivers and deliveries as the situation changes; provide alternative options for when plan A is disrupted.
- Possess superior communication skills to quickly relay concise, detailed information to drivers, customer and office staff.
- Ability to identify driver, customer & support staff errors & implement corrective action in a timely fashion.
- Coach new drivers as part of their on-the-job training, providing additional instruction and guidance.
- High school diploma/GED required
- Strong knowledge of the metro and surrounding areas
- Background experience in a customer support environment with problem resolution skills
- Call center experience or transportation experience preferred
- Exhibit a strong attention to detail
- Ability to work in a team environment in high pressure situations
- Strong written and oral communication skills are essential
- Ability to Multi-task in the areas of customer support and order entry
- Must be reliable and punctual - maintain excellent attendance
- Basic computer skills -- will use windows-based software
- Basic to advanced typing skills - Minimum 34 words per minute
- Capable of working in a fast-paced environment
- Must be able to cross train in a logistics coordinator position
PREVIOUS TRANSPORTATION EXPERIENCE PREFERRED, but not required
Salary : $22