UPS Remote Night Shift Customer Resolution Specialist – Entry Level, Paid Training – Live Chat, Email Escalations, and Delivery Tracking
Full-Time
Are you a night owl with a knack for problem-solving and a passion for helping people? Do you thrive in a fast-paced, remote environment? If so, UPS wants you! We are seeking enthusiastic and dedicated individuals to join our team as Remote Night Shift Customer Resolution Specialists. This is an entry-level position with comprehensive paid training, offering you the opportunity to build a rewarding career with a global leader in logistics.
As a Customer Resolution Specialist, you will be the voice of UPS, providing exceptional support to our customers via live chat and email. You will handle a variety of inquiries, resolve issues, and ensure a positive experience for every customer. If you are looking for a fulfilling career where you can make a difference, apply now!
About the Role
This remote, night shift position is crucial to maintaining UPS's commitment to excellent customer service, even outside of traditional business hours. You will be responsible for addressing customer concerns, investigating delivery discrepancies, and providing accurate and timely information.
Responsibilities:
- Respond to customer inquiries via live chat and email in a professional and timely manner.
- Investigate and resolve customer issues related to delivery status, tracking, and other service-related concerns.
- Escalate complex issues to appropriate internal teams for further investigation and resolution.
- Maintain accurate records of customer interactions and resolutions in our CRM system.
- Provide clear and concise information to customers regarding UPS services, policies, and procedures.
- Proactively identify and address potential customer issues to prevent negative experiences.
- Collaborate with other team members to ensure consistent and high-quality customer support.
- Meet or exceed performance metrics for customer satisfaction, response time, and resolution rate.
- Participate in ongoing training and development to enhance your skills and knowledge.
Key Skills:
- Excellent written communication skills with a focus on clarity and professionalism.
- Strong problem-solving and analytical abilities.
- Ability to multi-task and prioritize tasks effectively in a fast-paced environment.
- Proficiency in using computer systems and software applications, including CRM systems and live chat platforms.
- Ability to work independently and as part of a team.
- Excellent customer service skills with a genuine desire to help people.
- Ability to remain calm and professional under pressure.
- Strong attention to detail and accuracy.
Qualifications
We are looking for motivated individuals who are eager to learn and grow with UPS. While no prior experience is required, the following qualifications are preferred:
Required:
- High school diploma or equivalent.
- Ability to work independently and reliably during night shift hours.
- Excellent written communication and typing skills.
- Basic computer proficiency.
- Reliable high-speed internet access and a dedicated workspace.
Preferred:
- Previous customer service experience, particularly in a remote environment.
- Experience using live chat or email support platforms.
- Familiarity with CRM systems.
- Experience with logistics or transportation industry.
- Associate's or Bachelor's degree.
Benefits of Working at UPS
UPS is committed to providing a comprehensive and competitive benefits package to our employees. As a Remote Night Shift Customer Resolution Specialist, you will be eligible for the following benefits:
- Competitive Pay: We offer a competitive hourly wage with opportunities for advancement.
- Paid Training: You will receive comprehensive paid training to equip you with the skills and knowledge you need to succeed in your role.
- Health Insurance: UPS offers a variety of health insurance plans to meet your individual needs and the needs of your family.
- Dental and Vision Insurance: We also offer dental and vision insurance plans to help you maintain your oral and visual health.
- Paid Time Off: You will accrue paid time off, including vacation, sick leave, and holidays.
- 401(k) Retirement Plan: UPS offers a 401(k) retirement plan with company matching contributions to help you save for your future.
- Employee Discounts: You will be eligible for employee discounts on UPS services and other products and services.
- Career Advancement Opportunities: UPS is committed to promoting from within, and we offer a variety of career advancement opportunities for our employees.
- Remote Work Environment: Enjoy the flexibility and convenience of working from the comfort of your own home.
- Supportive Team: Be part of a supportive and collaborative team environment where your contributions are valued.
Work Environment
As a Remote Night Shift Customer Resolution Specialist, you will work from the comfort of your own home. However, it's important to have a dedicated and quiet workspace where you can focus on your work without distractions.
Requirements for Remote Work Environment:
- Dedicated and quiet workspace free from distractions.
- Reliable high-speed internet access.
- Ergonomic chair and desk setup.
- Computer and headset provided by UPS.
We provide the necessary equipment for you to perform your job effectively. You will be part of a virtual team and will communicate with your colleagues and supervisors via online communication tools. We foster a supportive and collaborative virtual environment where you can thrive.
Paid Training
UPS is committed to providing our employees with the training and development they need to succeed. You will participate in a comprehensive paid training program that will cover the following topics:
- UPS services, policies, and procedures.
- Customer service best practices.
- Effective communication techniques.
- Problem-solving and conflict resolution.
- Using UPS's CRM system and other software applications.
- Delivery tracking and investigation procedures.
Our training program is designed to equip you with the knowledge and skills you need to provide exceptional customer service and resolve customer issues effectively. You will receive ongoing support and coaching from experienced trainers and supervisors.
Shift Details
This is a remote, night shift position. Specific shift hours may vary, but you can expect to work during the overnight hours, typically between 10:00 PM and 6:00 AM local time. This position may require working weekends and holidays. Flexibility is important as shift times may be subject to change based on business needs.
The night shift offers a unique opportunity to work independently and contribute to UPS's commitment to 24/7 customer support. If you thrive in a nighttime environment and are looking for a challenging and rewarding opportunity, this is the perfect position for you.
Application Process
If you are interested in joining our team as a Remote Night Shift Customer Resolution Specialist, we encourage you to apply online. The application process typically involves the following steps:
- Submit your online application.
- Complete an online assessment.
- Participate in a virtual interview.
- Background check and drug screening (if applicable).
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We appreciate your interest in UPS and look forward to reviewing your application!
Apply Now