Description
Company Overview
Dropoff provides reliable same-day delivery to enable businesses to meet rising customer expectations. National leaders in healthcare, retail and industrial partner with us to fulfill customer needs using our technology platform, professional drivers, and proactive customer service. We are transforming the same-day delivery experience which is expected to be a $30 billion dollar business by 2025 in the United States. Rated as one of the best places to work in Austin, TX by the Austin American-Statesman and a proud recipient of Inc 5000’s Fastest-Growing Private Companies in America, our sophisticated logistics platform allows enterprise businesses to gain visibility into their deliveries, improving customer experience and streamlining operations.
For more information about how Dropoff is shaping the future of same-day delivery, visit https://www.dropoff.com.
About the Opportunity
Searching for your next challenge? We are looking for an Overnight Customer Service Representative (OCSR). We view every customer interaction as an opportunity to demonstrate how much we genuinely care about our customer experience. We’re looking for a strong communicator who has great customer service skills, and someone who is technical enough to understand and address both delivery and product issues.
You will play a key role in helping define exceptional standards for the customer experience that distinguishes our company from the competition. In addition to supporting the needs of our customer base, you will also lead the order-to-delivery process for new prospects while acting as a liaison between them and our operations team to ensure the delivery of time-sensitive shipments.
As a OCSR, you are responsible for establishing and maintaining strong professional relationships internally and externally. Your proactive approach and sense of urgency will have the potential to build long-term business growth and profitability.
This position is 100% remote.
Responsibilities
Work an overnight schedule from either 10:00pm-7:00am 9:00pm-6:00am
Must be flexible on overnight hours including weekends and holidays
Answer incoming phone calls; place outgoing calls and follow-up on customer questions
Handle incoming requests for new customers looking to place an immediate order
Monitor Intercom chat tool to interact with prospects and clients
Work with ticketing and chat systems
Work closely with sales to determine new business opportunities
Work cross-functionally with other departments including Operations and Sales to communicate effectively on behalf of the client
Skills & Experience
College degree preferred
1-3 years of customer service experience
Excellent written and oral communication skills
Self-motivated, positive attitude, ability to multitask
Quick learner and can intuitively provide an amazing customer experience to a variety of personalities
Proficient with computers
Proficient in utilizing Microsoft Word, Excel and Google Docs
Previous experience with customer service
Sense of humor and a strong desire to be part of a fast-growing company
Dropoff Benefits
Stock options (every employee is an owner in the company)
Great Healthcare Plan for you and your dependents (we help you out with the cost!)
Paid Time Off (work/life balance is important to us!)
Culture (We are an inclusive team who celebrates our unique talents)
Room to grow your career (we encourage internal career progression and are proud to see our team members take on new roles!)