Customer Experience Agent

Customer Service Agent

The Customer Service Agent serves as the primary point of contact for customers regarding deliveries. This role supports customers by phone, email, and chat, providing shipment updates, scheduling assistance, issue resolution, and proactive communication. The ideal candidate is organized, thrives in a fast-paced environment, and enjoys delivering an outstanding customer experience.

Key responsibilities include:

• Respond to customer inquiries via phone, email, live chat, and internal ticketing systems.
• Provide shipment status updates, delivery scheduling assistance, and appointment coordination.
• Investigate and resolve delivery concerns by partnering with internal departments and external vendors.
• Handle customer escalations with professionalism while identifying effective solutions.
• Maintain accurate documentation of customer interactions and shipment updates.
• Manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Process customer requests efficiently and meet established productivity and quality goals.
• Deliver a positive customer experience on every interaction.

Qualifications include:

• High school diploma or equivalent required.
• Minimum of one year of customer service or call center experience.
• Logistics, transportation, airline, or supply chain experience is a plus.
• Proficiency with Microsoft Outlook and Excel.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable working in a fast-paced, high-volume environment.
• Ability to multitask, prioritize, and remain organized.
• Positive attitude with a strong work ethic and desire to exceed expectations.

Perks include:

• Opportunity to join a rapidly growing organization.
• Excellent training and onboarding program.
• Supportive leadership and collaborative team environment.
• Modern office with employee-focused amenities.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.