Drop to Home Driver Support Specialist - Remote - $20​/Hr + Equipment

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.

This is a remote role, but the following locations are excluded: OCONUS California District of Columbia Illinois Montana Rhode Island Seattle, WA

In this role, you will ensure an outstanding delivery experience for customers and support the independent drivers who make it possible. This position handles customer inquiries, assists with driver onboarding and support, resolves delivery concerns, and helps maintain the high service standards. The Drop to Home Driver Support Specialist works closely with the Drop to Home Customer Success Manager to streamline processes, improve communication, and deliver exceptional experiences for both customers and drivers.

• Assist in onboarding new Drop to Home drivers, ensuring they understand delivery standards and guidelines.
• Serve as a point of contact for drivers needing assistance during their delivery routes.
• Provide drivers with approved tools, resources, and information to support successful deliveries.
• Respond to driver inquiries related to Drop to Home deliveries via phone, email, chat and SMS.
• Provide clear, friendly, and accurate information about delivery schedules, policies, and troubleshooting steps.
• Resolve driver issues promptly, ensuring a positive customer outcome.
• Document all driver interactions for accurate tracking.
• Set driver related follow up tasks in the CRM, under the driver's account.
• Track driver feedback and performance trends for the Drop to Home Customer Success Manager.

• Monitor delivery schedules and communicate proactively with contracted drivers about changes or delays.
• Identify and elevate recurring issues or areas for process improvement.
• Support the implementation of new technology, policies, or procedures that enhance the Drop to Home program.

• Contribute to team meetings, sharing insights and suggestions for improving service quality.

• Other duties as assigned

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