About Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business. With a rich history spanning over a century, UPS has built a reputation for reliability, efficiency, and customer satisfaction. We are committed to connecting people and businesses across 220 countries and territories worldwide, powered by a dedicated workforce and an innovative spirit. At UPS, we believe in fostering a culture of teamwork, growth, and continuous improvement, ensuring that every package, every delivery, and every interaction strengthens our global network. Join a company that not only delivers packages but also delivers careers.
Job Description
Are you passionate about helping people and thrive in a fast-paced, dynamic environment? United Parcel Service (UPS), a world leader in shipping and logistics, is actively seeking enthusiastic and dedicated individuals to join our Miami team as Customer Support Representatives. This is an incredible opportunity to be the voice of UPS, providing essential service and support to our valued customers. In this vital role, you will be on the front lines, assisting customers with a wide array of inquiries, from tracking packages and scheduling pickups to resolving shipping issues and providing detailed information about our services. Your ability to listen actively, communicate clearly, and problem-solve efficiently will be crucial in ensuring a seamless and positive experience for every customer interaction.
At UPS, our Customer Support team is more than just an answering service; they are problem-solvers, navigators, and brand ambassadors. We are looking for individuals who can empathize with customer needs, remain calm under pressure, and always strive to exceed expectations. You will gain in-depth knowledge of UPS’s comprehensive logistics network and become an expert in guiding customers through our diverse offerings. We provide extensive training to equip you with all the tools and knowledge necessary to excel in this role. If you are looking for a rewarding career where your contributions make a tangible difference, and you’re eager to grow with a global industry leader, then we encourage you to apply. This position offers competitive pay, comprehensive benefits, and significant opportunities for career advancement within the UPS family. Join us in delivering what matters.
Key Responsibilities
- Respond to customer inquiries via phone, email, and potentially chat in a professional and timely manner.
- Provide accurate information regarding package tracking, service options, shipping rates, and delivery times.
- Assist customers with scheduling pickups and managing their shipping needs.
- Resolve customer complaints and issues effectively and efficiently, escalating complex problems to the appropriate department when necessary.
- Document all customer interactions and resolutions accurately in the company's CRM system.
- Educate customers on UPS products, services, and self-service tools.
- Maintain a high level of customer satisfaction and adherence to service level agreements (SLAs).
- Collaborate with internal teams to ensure seamless customer experience and problem resolution.
- Stay up-to-date with changes in UPS policies, procedures, and service offerings.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proven problem-solving skills and a customer-centric approach.
- Ability to navigate multiple computer systems and applications simultaneously.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- High school diploma or GED equivalent.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Patience, empathy, and a positive attitude.
Preferred Qualifications
- Previous experience in a customer service or call center environment (1-2 years preferred).
- Bilingual proficiency in English and Spanish (highly advantageous for Miami location).
- Some college coursework or a college degree.
- Experience with CRM software (e.g., Salesforce, Zendesk).
Perks & Benefits
- Competitive hourly wage with opportunities for advancement.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee discounts on UPS services.
- Tuition reimbursement programs.
- Extensive training and professional development opportunities.
- Stable and supportive work environment.
- Employee assistance program (EAP).
How to Apply
Interested candidates are encouraged to apply directly through our official careers portal. Please ensure your resume is up-to-date and highlights your relevant customer service experience and skills. Click on the link below to apply for the job.