Job Description

PARCELSHIELD is a B2B technology company, the premier provider of patient medication tracking, monitoring, and on-time delivery solution for the healthcare industry. ParcelShield platform leverages real-time tracking data from today’s leading carriers (FedEx, UPS and USPS), combined with our proprietary data and artificial intelligence and machine learning algorithms to predict on-time delivery of life critical medications directly to patient’s home.  We are looking for experienced Customer Service/Operations Agents who are looking for a casual, collaborative culture and who are motivated by excellence, service and opportunity!

LOCATION: HYBRID/REMOTE/ORLANDO, FL

PLEASE NOTE SHIFT INFORMATION BELOW - ONLY APPLY IF YOU ARE ABLE TO WORK THE SCHEDULED SHIFTS

As part of our Operations team, Operations Analysts coordinate between our customers, their patients, small package carriers, and third-party couriers to ensure that these urgent shipments are delivered on time.

Currently the position is On-site in our Orlando HQ, but with the potential for Hybrid in the future.

MULTIPLE SHIFTS AVAILABLE with the potential to change shifts based on availability and seniority Hours:

• TUES-FRI - FLEXIBILITY TO WORK BETWEEN HOURS OF 10:00AM-10:00PM
• SATURDAY 8:30AM-5:00PM OR 10:30AM-7:00PM
• During the initial training period of 2 – 4 weeks flexibility to train on day shift and Mondays preferred, but not required
• Requirements to work from home:
• High speed internet access (the company does not pay for internet service)
• Private workspace
• Childcare/dependent care support during working hours (if applicable)
• All work is completed on a computer and via phone -- MUST HAVE COMPUTER SKILLS/HAVE USED A COMPUTER IN A PAST JOB must be able to send an email, type a general document, navigate the internet, type accurately and quickly

KEY DUTIES:

• Provide high extraordinary level of customer service to external and internal contacts
• Ensure client special requests and inquiries are addressed professionally and expeditiously
• Handle all client inquiries, completes client special requests, and problem solve to resolve any potential barriers regarding client requests
• Answer inbound client calls, respond to inbound client e-mails, compose e-mails for client follow-up, or place outbound calls to consignees, carriers, and clients to obtain any needed information pertinent to meeting our client's expectations
• Ensure all details regarding package statuses and updates are documented within the package notes in a professional manner
• Able to follow on screen instructions and working in a fast paced environment
• Validate system details are accurate regarding package status
• Communicate with external contacts regarding delayed deliveries and escalate needed updates to the client
• Performs ongoing system data entry to document package updates as needed
• Addresses issues and escalates to the appropriate person for resolution
• NO SALES OR COLD CALLING

QUALIFICATIONS:

EDUCATION & EXPERIENCE

• High school diploma or equivalent required
• 3 year customer service experience or other related experience required
• Previous call center, administrative, shipping & receiving experience preferred

SKILLS & ABILITIES

• Must have a patient and empathetic attitude and committed to providing an extraordinary level of customer service.
• Strong communication, both written and verbal
• Excellent phone etiquette
• Exceptional interpersonal and rapport building skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Reliable and punctual attendance required
• Experience with common internet software is preferred
• Strong typing and computer skills -
• Fully comply with HIPAA requirements; ability to maintain confidentiality

Candidates must pass background check and drug screening test

BENEFIT CONDITIONS:

• Waiting period may apply
• Only full-time employees eligible

BENEFITS:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home