Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media. Lead or senior levels of these positions may handle escalated or more complex issues, coordinate team activities or those of agency contract staff, support supervisor or manager activities, and support the design, review and implementation of processes and procedures.

Responsibilities

• Respond to customers issues utilizing various platforms such as phone, email, chat, or social media. Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions.
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Prov...