Customer Support Representative

Role Overview

We're seeking a customer-focused, detail-oriented individual to join our team as a part-time Customer Support Representative. You'll be the voice of Haul Buddy, delivering exceptional service through phone and email while managing orders, tracking jobs, and coordinating with our service providers. Success in this role requires strong communication skills, attention to detail, and a cheerful, professional demeanor.

Key ResponsibilitiesQuote Generation & Order Management

• Handle inbound customer calls to provide quotes, schedule jobs, and address questions or concerns

• Guide customers on service options, availability, and pricing in a professional and courteous manner

• Conduct proactive follow-up calls with potential customers who requested quotes but haven't scheduled services

Customer & Technical Support

• Troubleshoot customer issues efficiently and resolve them promptly

• Escalate complex or unresolved issues to appropriate team members or supervisors for timely resolution

Service Provider Coordination

• Serve as the primary contact for Haul Buddy independent contractors regarding questions and field issues

• Ensure all scheduled jobs have adequate service provider coverage

• Troubleshoot field issues quickly and escalate complex situations to management as needed

Documentation & Record Keeping

• Maintain accurate, detailed records of all customer interactions, inquiries, job changes, and resolutions in the Haul Buddy platform

Product Knowledge & Continuous Learning

• Develop comprehensive knowledge of the Haul Buddy platform, services, pricing, policies, and procedures; stay current with updates to provide accurate customer information

Quality Assurance & Improvement

• Conduct customer follow-ups to ensure satisfaction and gather feedback

• Collaborate with the team to identify process improvements and enhance the overall customer experience

QualificationsExperience

• Previous customer support or related experience preferred

• Proven ability to handle customer inquiries and resolve issues effectively

Communication Skills

• Exceptional verbal and written communication abilities

• Clear, concise articulation of information while maintaining a friendly and professional tone

Interpersonal Skills

• High level of patience, empathy, and composure when handling challenging situations

• Genuine commitment to understanding customer and service provider concerns

Attention to Detail

• Meticulous accuracy in recording customer information, job details, and resolutions

• Ensure platform updates are precise to maintain data integrity and exceptional customer experience

Problem-Solving Skills

• Ability to assess situations critically and provide effective solutions in a fast-paced environment while collaborating with team members

Organization & Multitasking

• Strong organizational skills with the ability to manage multiple tasks simultaneously

• Effective workload prioritization to meet customer needs and service level agreements

Technical Skills

• Proficient with computers, customer support software, email systems, and basic troubleshooting

• Quick learner with ability to adapt to new tools and technologies

Adaptability

• Comfortable working in a dynamic, evolving environment and adapting to changing processes, policies, and systems

Why Join Haul Buddy?If you're passionate about delivering exceptional customer service and possess excellent communication skills, we encourage you to apply. Join our team and be part of revolutionizing the on-demand delivery and hauling industry with innovative solutions that make a real difference in people's lives.

Job Types: Part-time, Contract

Pay: $15.50 per hour

Expected hours: 24 – 35 per week

Application Question(s):

• Do you have experience working in a remote environment?

Experience:

• Customer Service: 2 years (Preferred)

Language:

• English (Preferred)

Location:

• Phoenix, AZ (Preferred)

Work Location: Remote