CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

CUSTOMER SERVICE REPRESENTATIVE – AUSTIN

ABOUT HOT SHOT FINAL MILE 

Hot Shot Final Mile is a fast-growing, tech-enabled delivery company focused on the Texas market. With the expansion of e-commerce, our final mile (home delivery) division is experiencing explosive growth; we are focused on expanding our teams and investing more deeply in technology in response. Our mission is to be a leader in the final mile (home delivery) sector, and we are building our organization to achieve this objective.

We have a collaborative culture focused on results for our customers and on creating opportunities for our people as we continue to grow. We are looking for dynamic individuals who thrive in a fast-paced environment and want to be part of a company experiencing explosive growth in our final mile division.

WHAT WE ARE LOOKING FOR

We are looking for Customer Service Representatives with a track record of providing exceptional customer service. These individuals will be problem solvers who can navigate our own systems and collaborate with others in our warehouse to respond to customer requests quickly and effectively. These people will also have experience scheduling jobs and responding quickly to customer emails. They will show strong presence on the phone. The ideal candidate will be tech-savvy and have experience in home delivery and/or logistics, as well as have comfort updating portals of 3PLs.

These will be people who are smart, organized, dependable, structured in the way they work, detail-oriented and comfortable with multi-tasking. We want fast learners who are self-starters and who can work well as part of a team.

The role will be based from the Hot Shot Final Mile office in Austin, Texas and will focus on the Austin market.

The ideal candidate will have the following experience and expertise:

• High school level education or higher.
• 3-5 years of customer service experience.
• Experience in logistics or home delivery preferred.
• Evidence of being detail-oriented and process-driven.
• Demonstrated track record of exceptional performance in a customer service role.
• Exceptional interpersonal skills, as well as verbal and written communication skills.
• Experience working with web-based portals (ideally those of 3PLs) and with a demonstrated aptitude to pick up new technologies quickly.
• Capable of multi-tasking and processing information quickly.
• Knowledge of Microsoft Office products (e.g., Outlook, Word, Excel).
• Ability to type quickly (50 WPM minimum).
• Dependable and flexible to work overtime, as needed.
• Be a self-starter and able to work with minimal oversight.
• Show a true interest in working with Hot Shot Final Mile.

 JOB DESCRIPTION

Those selected will be responsible for the following:

• Setting appointments with home delivery customers.
• Updating client (3PL) portals with information throughout the delivery process – e.g., receiving freight, scheduling appointments for delivery, marking freight as out for delivery, providing proof of delivery.
• Following a set of operational procedures consistently and to a high standard.
• Placing orders for deliveries to be made.
• Recording customer information within our customer service database.
• Answering incoming customer inquiries.
• Engaging with customers in a friendly and professional manner while actively listening to and addressing their concerns.
• Monitoring and responding to customer emails quickly and appropriately.
• Consistently delivering performance results against KPIs as set by Hot Shot Final Mile management.

COMPENSATION DETAILS

• $13-$15 per hour depending on experience 
• Competitive benefits package that includes Medical, Dental, Vision, 401k, Short-term and Long-term disability, Life insurance and Paid time off.