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30 Sep

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Zipments Adding Customer Support Ninja

September 30, 2014 | By |

Customer Experience Representative

Zipments is reshaping, revitalizing and retooling the local delivery service industry and we are looking for a talented Customer Experience Representative to join our team! You will love this position if you are passionate about the following responsibilities:

  • Be pleasant and supportive on the phone
  • Assist clients with a variety of issues including setting up their accounts, managing their invoices, requesting deliveries, changing deliveries, etc.
  • Assist couriers by helping to troubleshoot issues that arise, escalate serious issues to courier operations team
  • Be solution-oriented in fulfilling unusual customer delivery requests
  • Monitor courier ratings / customer feedback and follow up with clients on reported issues and report issues to team
  • Reviewing courier profiles and sending emails to couriers who need to update their profiles
  • Craft FAQs based on frequent issues being reported
  • Identify accounts/times when promotion codes should be sent out.
  • Work with the operations team to formalize customer support protocols across multiple cities
  • Assist in identifying the most suitable technology for Zipments to scale the customer support operations
  • Oversee daily deliveries on ‘The Board’ to preempt potential issues
  • Assist in on-boarding new clients to ensure immediate engagement
  • Collaborate with CX team to constantly improve support protocols and leverage tools to increase efficiency of the team

Other responsibilities

  • Help sales team research leads
  • Help track and follow up on collections accounts receivables
  • Help with social media / blog
  • Help craft various email responses / email campaigns
  • Help coordinate issues that arise with the GR office

This full-time position will require a ‘second shift’ schedule (12-9pm) along with the flexibility to work weekends.

Like most venture-back tech startups, we can offer the right candidate awesome benefits and great experiences. This includes a salary and medical, dental, vision insurance. You will be working in downtown Grand Rapids surrounded by a talented team hungry to grow the Zipments brand. If this sounds like the adventure you are looking for, send your resume to careers@zipments.com.