Customer Experience Associate at Postmates

Remote
Postmates

Customer Experience Associate

  • (Temporary)
  • Remote

Associate I, CX Operations

  • Postmates is on a mission to help people unlock the best of their cities — and their lives — with an industry-leading on-demand “anything” network.
  • We’re the first and still the leading company in the on-demand space — with a fleet of more than 615,000 Postmates, the largest network of merchants in the U.S., and a brand that has become a verb in pop culture.
  • We’re looking for people who are passionate about doing ‘whatever-it-takes’ to solve a customer’s problem.
  • Postmates is looking to hire Customer Service Representative on the Customer Experience team for a 3-month temporary position.
  • You will be responsible for providing top-level customer service to our customers.
  • At Postmates, customers are the center of our business whether it’s our Sellers, Buyers or Fleet.
  • We pride ourselves in providing fast, consistent, and world-class personalized customer service from highly skilled agents using the most cutting edge tools and systems.

Available Shifts

  • Thursday – Sunday: 6:00pm – 12:00am CST
  • Wednesday – Saturday: 6:00pm – 11:00pm CST
  • Thursday – Sunday: 5:00pm – 11:00pm CST

Skills:

  • Ability to efficiently use desktop computer
  • Tech-savvy with Mac and iOS experience; Google Apps for Business (G-Suite) experience is a plus
  • Excellent typing and documentation skills
  • Outstanding phone etiquette with ability to communicate correctly and clearly with both internal and external customers
  • Maintain a high level of professionalism
  • Able to establish a positive rapport within the workplace and every customer
  • Ability to work on the phone throughout your shift, maintaining positive composure and enthusiasm

Responsibilities:

Under close supervision:

  • Quickly resolve problems for our Customers, Sellers, and Postmates primarily in real-time by phone and/or chat, and occasionally by email and be the reason customers use Postmates again!
  • Correspond directly with Postmates throughout their deliveries to ensure accuracy and timeliness, along with troubleshooting account and device issues
  • Follow policies and procedures, but capable of identifying outside-the-norm cases with ability to think outside the box, envision solutions and proactively problem solve
  • Work closely with leadership to ensure individual and team goals are met
  • Demonstrate strong time management skills
  • Be action-oriented and self-disciplined
  • Be organized and detail-oriented
  • Maintain a thick skin with the ability to convert an angry customer to a happy and satisfied customer
  • Empathize with and prioritize customer needs

Perfect Candidate:

  • Experience providing outstanding customer service, preferably in the technical, contact center, retail and/or foodservice industry
  • Has a smile in your voice and the desire to change the world one order at a time
  • Demonstrates a history of understanding and complying with company policies and processes
  • Is flexible to work nights, weekends, and holidays
  • Meets and maintains all individual performance metrics

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