Customer Service Representative

Job Description

Job Description

Salary : $19.50

About Gofor Delivers Inc.

Gofor Delivers Inc. is a leading last-mile logistics provider, delivering exceptional appliance and non-appliance services with a focus on care, sustainability, and community impact. With a commitment to innovation and service excellence, were rethinking the last mile to better serve both customers and the environment. Learn more atgofordelivers. LetsDeliver Better, Together.

General Summary :

Reporting to theDirector of Operations, theCustomer ServiceRepresentative willbe responsible foreffectively and efficiently responding to inbound requests fromGroundstarcustomers in a manner that meets or exceeds the customer SLA and with an exceptional communication style that provides a truly outstanding customer experience.Customer ServiceRepresentatives will proactively and effectively communicate with customers and drivers to ensure the highest compliance with established delivery service levels.

Customer ServiceRepresentatives will receive and process inbound phone calls, texts, emails, or chats from customers, consignees, and drivers who are in the process of delivering items on behalf ofGroundstarcustomers.Ultimately, itisthe job of theCustomer ServiceRepresentative isto ensure all customer, consignee, and driver requests are cared for because of the valued part ofGroundstarsbusiness that they are.

The Customer Care operation currentlyoperatesfrom 6 : 30 AM to 12 : 00 AM 6 days a week.Business requirements may dictate the addition of a 7th day at some point in the future. Shifts will be created to provide adequate coverageagainstthese hours andCustomer ServiceRepresentative shifts will rotate as necessary to meet these needs.

PrimaryDutiesand Responsibilities :

• Responsible for professional,timely, and effective customer, consignee, and driver interaction via phone calls, text email, or chat as well as system messages.
• Process customer and driver adjustments / credits where needed.
• Maintaining a positive attitude to strengthen customer engagement, minimize customer turnover and maximize customer experience.
• Efficiently respond to inbound service requests whilecomplying withestablished service levels.
• Professionally answer phone calls from customers, consignees, and drivers requestingassistancein resolving issues.
• Work on a tight deadline and be willing to handle multiple issues / calls at the same time.
• Proactively collaborate with our Market and Regional Logistics Management team along with the Dispatch organization to ensure service level compliance andeliminateany potential delivery failures or manage customer escalations.
• Promptly report all instances of customer dissatisfaction to our customer care management to resolve the issue proactively.
• Communicate all instances of driver issues or concerns to our Driver Happiness team and make recommendations based on information gathered to resolve any issues proactively.
• Perform otherdutiesand projects as assigned.

Qualifications & Skills :

Working Conditions :

TheCustomer ServiceRepresentativepositionwill requireworkingon-site,at ouroffice in Langley, BC.

We are dedicated to pursuing and hiring a diverse workforce with varied experiences, perspectives, and opinions. We believe diversity helps our team perform better and enables us to build an outstanding product for our customers. We are an equal-opportunity employer and are committed to working with applicants requesting accommodation at any stage of the hiring process.