Customer Support Specialist

Key Responsibilities:

• Respond to customer inquiries via email and phone, providing prompt and accurate assistance, and resolving common issues while escalating complex cases.
• Act as Live Trip Support during weekend shifts, monitoring trips, addressing disruptions, and serving as the primary point of contact for drivers and customers.
• Build and maintain positive customer relationships, follow up on resolved issues, and educate customers on DOT rules and regulations.

Operations and Coordination:

• Collaborate with internal teams to ensure smooth customer experiences and track service requests, escalating operational delays when necessary.
• Maintain detailed records of customer interactions in Sprinklr and adhere to company policies, procedures, and service-level agreements.
• Escalate critical issues, such as service failures or safety concerns, to appropriate teams and provide reassurance and solutions to customers.

Experience and Skills:

• 0-2 years of customer service or logistics coordination experience, with a plus for transportation or hospitality industry background.
• Excellent verbal and written communication skills, strong problem-solving abilities, and attention to detail in fast-paced situations.
• Customer-focused mindset with strong organizational skills, ability to multitask, and willingness to adapt to changing priorities and learn new systems.