GBS PCA Retail

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Summary:

This position provides a one-to-one customer service experience for UPS Preferred Accounts while supporting Retail locations such as Drop Box, ASO, UPS Stores, and Access Point sites. The role requires strong knowledge of multiple systems and tools to effectively perform Retail Support activities. The representative analyzes and resolves customer issues, handles tracing and claims inquiries, and maintains ownership of customer concerns through resolution, including follow-ups and outbound communication. A high level of responsiveness and excellent customer service is essential in managing requests within the Retail Support queue.

Responsibilities:

• Deliver personalized customer service to UPS Preferred Accounts and Retail locations
• Utilize various network systems and tools to support Drop Box, ASO, UPS Stores, and Access Point operations
• Analyze, troubleshoot, and resolve customer issues, including tracing and claims inquiries
• Take full ownership of customer concerns from start of on-boarding, including follow-ups and outbound calls
• Respond promptly and efficiently to requests in the Retail Support queue
• Demonstrate strong organizational skills and the ability to multi-task in a fast-paced environment
• Build and maintain effective relationships with internal teams (Billing, Delivery Information, Operations, Retail Support teams)
• Ensure accurate documentation and tracking of customer interactions and resolutions

Qualifications:

• High school diploma, GED, or International equivalent
• Strong oral and written communication skills
• Strong problem solving skills
• Previous customer service experience - Preferred

Employee Type:
 

Permanent

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