You'll be working for an industry leader in first-and-last mile delivery services with over 4.5 million customers! Due to the growth of our partner's delivery services their tech team and systems have continued to expand and need to scale.

• Respond promptly to customers' requests and reports.
• Articulate customer needs to both internal and external associates.
• Maintain a positive, helpful, and professional attitude toward customers.
• Communicate with business partners in a clear, concise, and respectful manner.
• Escalate customer service complaints appropriately.
• Solve routine and complex problems using both Standard Operating Procedures as well as critical thinking skills.
• Support the onboarding and training of new agents, helping them understand operational workflows, tools, and best practices.

What tasks will you need to complete to be successful?

• Relay any changes in customer or delivery information to the metro dispatch team and driver when applicable.
• Process delivery address and delivery instructions updates (enter address corrections, contact info, and updated lat/lon information into Admin, and leave notes).
• Notify the correct personnel about address corrections.
• Provide POD (Proof of Delivery), both photo and geolocation, requests to customers and clients.
• Perform POD and package requirement audits throughout the day.
• Report improper POD to the appropriate department or metro locations.
• Process RTS (Return to Sender) requests.
• Notify the correct department or metro location of the RTS request.
• Contact customers to schedule package pick ups for various locations.
• Receive incoming customer service tickets, emails, and live chats. Provide assistance or escalate as needed.
• Create tickets for customer outreach for all purposes when required.
• Receive incoming phone calls from shippers (clients) for all purposes.
• Process customers' and clients' claims (i.e. lost and damaged packages, property damage, driver complaints, etc.).
• Complete other ad hoc tasks (filling or creating reports, articles related to the tasks performed, and other relevant documents).
• Respond to social media messages.
• Promptly and fully inform metro dispatch teams of delivery necessities or conditions.

You'll be onboarded to the tech team organization. You will be part of a team and will communicate with them via Slack and Google Meet. Periodic 1-on-1 meetings will be held to ensure you are successful and are having a productive and enjoyable experience.

We want all new hires to succeed in their roles at Jetpacks!. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

• Able to collaborate with a team or work independently.
• Self-starting and self-motivated.
• Ability to prioritize and multitask.
• Friendly and professional demeanor.
• Professional verbal and written communication skills.
• Strong problem-solving and critical thinking skills.
• Organized and detail oriented.
• Ability to work quickly and under pressure.
• Able to maintain composure in stressful situations.
• Exceptional computer skills.
• Availability to work over weekends on rotating schedules.
• Advanced English Level.
• Availability to work Tuesday through Saturday, Central Time (CT). 
• This is a 6-month contract position, with the opportunity to extend based on business needs.

Jetpacks! is a digital accelerator. We help companies reach new heights, together, by committing to working alongside them, unlocking the power of LatAm.

We strive at creating connections between people, data and technology to realize connected outcomes across the full lifecycle of the product and platform ecosystems.

We're makers, builders and creators by nature, and we come to work every day to build experiences for some of the world's most influential companies. We help businesses accelerate their digital roadmap, rapidly innovate, modernize their systems, enable their teams and optimize for continued growth.

We welcome our team members to show up as their authentic selves every day. Because this is so important to us, Jetpacks! is proud to be an equal opportunity employer.