Customer Care Agent
About the role
This position will initially be based in Brandon, FL. In August 2026 (Tentatively), the role will transition to our new Lakeland, FL Distribution Center once the facility opens. Candidates must be able to work in Brandon until the transition occurs.
Responsibilities
- Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
- Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.
- Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.
- Cook up coordination with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
- Track recovery requests accurately across various RFC-specific systems and databases.
- Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.
- Provide elevated, white-glove service for VIP customers and complex, high-priority orders.
- Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.
- Process recovery requests strictly within established response time windows to minimize customer wait times.
- Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.
- Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).
- Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.
- Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.
- Execute escalation management protocols effectively when issues exceed standard resolution parameters.
- Maintain a proactive service model focused on issue prevention rather than just reaction.
- Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.
- Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.
- Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.
- Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.
- Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.
- Complete any additional tasks or special projects assigned by management to support operational goals.
- Complete any additional tasks assigned by management.
Requirements
Legally authorized to work in the US
At least 18 years old
1-2 years' experience in fast-paced environments, bilingual preferred
Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset
Strong problem-solving skills, attention to detail while working in a fast-paced environment
Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems
Maintain reliable attendance
Qualifications
Thriving in a team environment
Skills
- Customer service skills
- Problem-solving skills
- Attention to detail
- Multi-channel support
- Logistics and recovery operations
Benefits
Extended health, dental benefits, and vision insurance
Employee Discount from 10% - 30%
Life/Disability Insurance
Flex Spending Account
401K
Paid Time Off
Pay
Not specified
Schedule
Not specified