Customer Support Representative I

Description

FedEx Dataworks is currently searching for an enthusiastic, and motivated Customer Support Representative (CSR) to join our growing team! The Customer Support team will be providing white-glove service to members utilizing all products within our digital SaaS product suite. The CSR will be assisting tracking orders, offering solutions to technical issues, and troubleshooting our incoming support volume.

Essential Functions:

• Deliver concierge-style support to our customers, providing thoughtful, well-written messages that are an extension of the FedEx Dataworks brand
• Responsible for responding to inquiries and resolving issues through the following channels: Email, Chat, and external phone-calls
• Agents will provide feedback on recurring trends or questions customers may have, as well as suggestions for improving the overall customer experience

Skills / Abilities:

• Previous customer service experience in a startup/technology environment is preferred
• Experience with digital platforms and SaaS (Software as a Service) highly preferred
• Proficiency in Salesforce or other similar CS platforms/tools
• Adaptable and confident in picking up new software
• Excellent written and verbal communication
• A bias to action and a clear understanding of urgency
• Strong attention to detail
• Proactive and positive when approaching problems and finding solutions
• Must be able to work from 9AM – 6PM, Tuesdays – Saturday (CT) Central Time

Minimum Qualifications

• Bachelor's degree/equivalent. One (1) years’ work experience.
• Experience working with inbound and outbound calls, customer retention, and inside sales preferred
• Proficient in Microsoft Office
• Excellent interpersonal and communication skills
• Comfortable working in a high-volume role
• Demonstrated ability to prioritize tasks and manage time efficiently
• Basic computer skills in various software and web-based applications

Domicile Information:

This position can be domiciled anywhere in the United States. The ability to work remotely within the United States may be available based on business needs.

Preferred Qualifications:  

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: Annual Range: $41,082 - $61,622

Additional Details: Application Criteria: Upload a current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by 5 PM CT on September 30, 2024.

FedEx Dataworks is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Dataworks does not discriminate against qualified individuals with disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. Further, Dataworks is prepared to make reasonable accommodations for the known physical or mental limitations of an otherwise qualified applicant or employee to enable the applicant or employee to be considered for the desired position, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If a reasonable accommodation is needed, please contact DataworksTalentAcquisition@corp.ds.fedex.com.