We are looking for a dedicated Customer Experience Representative to join our team and uphold the highest service excellence standards for our drivers and customers. In this role, you will be pivotal in ensuring seamless operations and exceptional experiences within our network. Your responsibilities will encompass various tasks, including managing incoming communications, coordinating driver assignments, and providing timely customer assistance and updates.

Your Impact (Key Accountabilities)

Provide exemplary support to customers and drivers, optimizing satisfaction and network utilization
Collaborate cross-functionally to deliver a seamless and unified product experience
Monitor, evaluate, and respond to customer feedback in a timely manner
Accurately document all interactions in Dispatch’s CRM (Intercom), leveraging insights to improve operational efficiency

Day-to-Day Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and chat
Resolve order issues, discrepancies, and transaction concerns
Troubleshoot technical challenges in collaboration with support teams
Maintain accurate customer records and documentation in CRM systems
Support order adjustments and administrative workflows between CX and DX teams
Share recurring feedback and insights with product and internal teams
Ensure high customer satisfaction through empathy, active listening, and ownership
Adhere to company policies and procedures while maintaining service excellence
Stay current on product knowledge, industry trends, and customer service best practices
Collaborate across teams to solve complex issues and improve service quality
Demonstrate flexibility in working hours (including early mornings, late evenings, or occasional weekends as needed)

What We’re Looking For (Required Skills & Experience)

Bachelor’s degree or equivalent work experience
Minimum 4 years of experience in high-volume customer service environments
Exceptional verbal and written communication skills
Strong multitasking and time management abilities
Positive, self-driven team player with a growth mindset
Professionalism, resilience, and diligence in handling challenging situations
Adaptability to rapidly changing technology environments
Comfortable using AI-based tools for analysis, automation, or decision support (e.g., ChatGPT, Perplexity)
Agile and responsive to evolving customer and business needs

Bonus Points (Preferred Skills)

Experience working in cross-functional operational environments
Familiarity with CRM platforms such as Intercom
Experience in fast-paced, tech-enabled service environments

Education
Bachelor’s degree or equivalent experience

Compensation
Hourly rate $22-24/hr

Benefits

Health Insurance: Comprehensive medical plans, including a $0 cost option for individuals.
Dental and Vision Insurance: Full preventive care coverage.
401(K) with Match: Dispatch matches 50% of employee contributions up to 6%.
Paid Parental Leave: 4 weeks of paid time off for welcoming a new family member.
Flexible PTO: We move fast and deliver results, but even the best drivers need a pit stop. We require a minimum of 10 days off per year to reset and refuel, with more time available based on team priorities and manager approval.
Professional Development: Reimbursement of up to $500 annually.
Technology Stipend: Monthly stipends for remote work essentials.

And so much more…

Voted one of America’s Best Startup Employers by Forbes, Dispatch thrives on our commitment to strong company culture and our Five Core Values:

Care – We treat our people, customers, and drivers with empathy and respect.
Commitment – Every role matters; we’re dedicated to our team, mission, and plan.
Transparency – We build trust by keeping our promises and owning our mistakes.
Speed to Value – We make timely decisions with a focus on long-term impact.
Driven to Deliver – We take radical ownership of responsibilities, valuing execution as critical.

At Dispatch, we are passionate about exceptional outcomes and experiences and we value the unique backgrounds and experiences that everyone brings. We believe in a diverse workplace where everyone is included and people can bring their true and authentic selves to work every day. We foster creativity and innovation and know that our differences are strengths that help us achieve our goals as individuals and as an organization. We are committed to a workplace where employees feel valued and can perform their best. If your experience is close to what you see listed above, please consider applying.

Dispatch believes that Veterans arrive with not only translatable skills and technical expertise but in addition come with the intangibles; leadership and values that we believe align with our 5 Core Values. Simply put, these qualities enable our success, so we encourage all Guardsmen, Reservists, and Veterans to consider Dispatch as their next career destination.

Dispatch does not accept unsolicited resumes from agencies. Submission of a resume without a prior signed agreement does not create any obligation on our part, and no fees will be paid for candidates submitted without authorization.

Pay Range: $22 - $24 per hour

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