Customer Service Representative

Customer Service Representative

Location: Ft Myers, Florida 33966
Duration: 18 Weeks
Shift Details: Tuesday - Saturday (1100 - 1930)
* Candidate may rotate shifts based on operational needs
Pay Rate: $17.50/hr

JOB DESCRIPTION
This is a dispatch-heavy role in a fast-paced delivery warehouse - not your typical customer service job. The CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and operations. This role is all about real-time problem solving, clear communication, and accountability.

As a Customer Service Representative, you will ensure that we deliver on our promise of outstanding service.

You'll work with customers, business partners and drivers to make sure we are meeting our commitments and delighting our customers at every step of the experience.

RESPONSIBILITIES
Dispatch & Route Oversight

• Monitor 10-20 daily routes and stay in direct phone contact with driver teams during deliveries

• Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues

• Maintain real-time awareness of route exceptions, delays, and customer escalations

Customer Escalation Support

• Communicate with customers during in-home deliveries when drivers need assistance explaining services

• De-escalate complaints and clarify expectations

• Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

Warehouse Check-In Support (Primarily 2nd Shift)

• Direct driver teams returning from their routes on trash segregation and haul-away drop zones

• Ensure drivers complete the Costco check-in process before leaving

Team Leadership & Communication

• Provide direction and escalation support

• Capture daily service disruptions, late departures, and unscanned badges

• Share key issues and recommendations with the Ops Manager for follow-up

QUALIFICATIONS
Requirements

• Experience with Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.
It'd be great if you also have:

• Strong customer service skills and the ability to satisfactorily resolve issues

• Solid ability to multitask with exceptional organizational skills

• Ability to thrive under pressure while delivering solutions that exceed customer expectations

Preferred Experience

• Prior work in appliance installation, furniture assembly, or handyman/trade roles

• Previous leadership experience in a dispatch, warehouse, or delivery setting

• Familiarity with Descartes Route Planner, CLX, or other TMS systems

Category Code: JN003
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