Customer Support Coordinator
CharterUP
full-time
Posted on:
Location: Arizona, California, Colorado, Florida, Hawaii • 🇺🇸 United States
Visit company websiteSalary
💰 $26 per hour
Job Level
Junior
About the role
- Provide inbound call support and respond to inbound customer inquiries via email, ensuring prompt and accurate resolution.
- Conduct outbound calls to resolve customer requests and troubleshoot common issues related to products, services, or accounts, escalating complex cases.
- Monitor live trips during scheduled weekend shifts, addressing disruptions (delays, cancellations, route changes) and coordinating alternative solutions.
- Serve as primary point of contact for customers, drivers, and operations teams for urgent support requests and communicate clear updates.
- Educate customers on Department of Transportation (DOT) rules and regulations and follow up to confirm needs were met.
- Collaborate with internal teams to track and monitor service requests, escalating operational delays when necessary.
- Maintain detailed and accurate records of customer interactions in ticketing system and adhere to company policies, procedures, and SLAs.
- Escalate critical issues such as service failures or safety concerns to appropriate teams and partner with team leads for resolution.
- Participate in training sessions and stay up-to-date with product updates and service changes to continuously improve service delivery.
Requirements
- 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional in fast-paced or high-pressure situations.
- Strong organizational skills and the ability to multitask effectively.
- A customer-focused mindset with a commitment to delivering exceptional service.
- Willingness to adapt to changing priorities and learn new systems or processes.
- Availability to provide end-to-end support during scheduled weekend shifts for live trip monitoring.
- U.S.-based candidates must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.