Customer Service Representative

Position Overview

We are seeking a Customer Service Representative to support a fast-paced home delivery operation. This is a dispatch-focused role that serves as the primary communication link between delivery teams, customers, and operations staff. The ideal candidate thrives in a dynamic environment, enjoys problem-solving in real time, and can confidently communicate with both customers and field personnel.

Key Responsibilities

• Monitor 30–40 daily delivery routes and maintain communication with delivery teams throughout the day.
• Track route progress, provide updates, coordinate reroutes, and document service issues.
• Escalate driver performance concerns and unresolved operational issues when necessary.
• Maintain awareness of delays, route exceptions, and customer concerns.
• Assist customers with delivery-related questions and concerns.
• Resolve issues professionally and de-escalate challenging situations.
• Serve as a liaison between customers and delivery teams to ensure a positive service experience.
• Affiliate with drivers for check-in procedures upon route completion.
• Verify proper handling of haul-away materials and warehouse procedures.
• Identify and report compliance concerns or missing equipment.
• Support daily operations by communicating service disruptions, delays, and operational challenges.
• Provide guidance and support to team members as needed.
• Partner with leadership to identify opportunities for process improvement.

Qualifications

• Minimum 1 year of experience in dispatch, logistics, customer service, field operations, or a related environment.
• Strong verbal communication skills and professional phone presence.
• Ability to remain calm under pressure and manage multiple priorities.
• Comfortable working in a warehouse and transportation-focused environment.
• Reliable, professional, and customer-focused.
• Bilingual in English and Spanish (preferred).
• Experience in appliance installation, furniture delivery, handyman services, insurance, or customer service environments (preferred).
• Leadership or supervisory experience in dispatch, warehouse, delivery, or logistics operations (preferred).
• Experience with transportation management systems (TMS) or route planning software (preferred).
• Strong problem-solving and conflict-resolution skills (preferred).