Customer Support Representative

The UPS Store, Inc., a wholly owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store has over 5,000 independently owned locations in the U.S., and Canada. If you're looking for an exciting and dynamic career opportunity, we want to hear from you!

The primary function of the Customer Relations Representative is to provide world-class customer service to The UPS Store retail customers, Area Franchisees, Regional Coordinators and District Consultants.

Responsibilities And Duties

• Supports the Help Desk/Customer Service lines and toll-free contact numbers
• Fields various customer complaint calls, documents cases and monitors progress toward resolution
• Documents incoming information regarding the nature of the problem, ensuring it is accurate and complete
• Investigates possible solutions to customer concerns
• Prepares correspondence and forwards information to the appropriate individual and/or The UPS Store Center owner
• Monitors the resolution process and ensures all requests for help are responded to in the required time frame from the appropriate discipline
• Assists customers with locating The UPS Store center
• Answers general questions about services The UPS Store centers offers
• Serve as a backup to front desk receptionist, as needed
• Performs various other duties, as needed

Knowledge And Skills

• Ability to handle multiple tasks at once
• Excellent customer service skills and experience
• Ability to work with dissatisfied customers
• Strong, confident written and oral communication skills
• Proficient with the MS Office suite with good typing skills
• Team player who demonstrates a positive attitude at all times
• Excellent phone etiquette, pronunciation and a pleasant phone voice
• Deadline driven, works well under pressure, and ability to stay calm in stressful situations
• High school diploma or equivalent
• Minimum two years' experience in retail or telephone customer service
• Availability to work weekends (Saturday and Sunday)

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law