Logistics & Customer Support Coordinator - L1

Title: Logistics & Customer Support Coordinator - L1

Reports to:

Location: Remote (US)

Compensation: $26.50/hr

Schedule Requirements:

Must be available to work a rotating shift 7 days a week. On average 2 weeks a month will be Monday through Friday and 2 weeks a month will require working the weekend with 2 alternate weekdays off in exchange.

Must be available to work up to 11 PM EST.

About CharterUP

If you’ve been searching for a career with a company that values creativity, innovation and teamwork, consider this your ticket to ride.

CharterUP is on a mission to shake up the fragmented $15 billion charter bus industry by offering the first online marketplace that connects customers to a network of more than 600 bus operators from coast to coast. Our revolutionary platform makes it possible to book a bus in just 60 seconds – eliminating the stress and hassle of coordinating group transportation for anyone from wedding parties to Fortune 500 companies. We’re introducing transparency, accountability and accessibility to an industry as archaic as phone books. By delivering real-time availability and pricing, customers can use the CharterUP marketplace to easily compare quotes, vehicles, safety records and reviews.

We're seeking team members who are revved up and ready to use technology to make a positive impact. As part of the CharterUP team, you'll work alongside some of the brightest minds in the technology and transportation industries. You'll help drive the future of group travel and help raise the bar for service standards in the industry, so customers can always ride with confidence.

But we're not just about getting from point A to point B – CharterUP is also committed to sustainability. By promoting group travel, we can significantly reduce carbon emissions and help steer our planet towards a greener future. In 2022 alone, we eliminated over 1 billion miles worth of carbon emissions with 25 million miles driven.

CharterUP is looking for passionate and driven individuals to join our team and help steer us towards a better future for group transportation. On the heels of a $60 million Series A funding round, we’re ready to kick our growth into overdrive – and we want you to be part of the ride.

About This Role

CharterUP is adding to its team of Logistics & Customer Support Coordinators. This team is responsible for providing 24 x 7 x 365 customer service to all customers of our marketplace. In this role, our coordinators are responsible for responding to customer inquiries via phone call and email. We expect our coordinators to provide prompt and professional responses that align with our policies and procedures. This team works cross-functionally with other operational departments as well as our bus providers to create optimal customer outcomes and ensure trip success.

Responsibilities

• Ensure a high level of customer retention and satisfaction by providing best-in-class support.
• Manage cancellations, rescheduling requests and account credits and refunds.
• Serve as the primary point of contact for customer inquiries, resolving issues and answering questions.
• Resolve live trip and post trip complaints by acting as an intermediary between the customer and operators.
• Collaborate with Finance, Supply-side partnerships and other teams to ensure the accurate and timely execution of tasks.
• Proactively manage demand-side and supply-side aspects of trip logistics and itineraries for customer reservations and events.
• Answer high volume of inbound emails, calls and CRM ticket requests related to new and existing reservations on our platform (ie. updates, changes, issues, questions, etc)

Experience And Expertise

• Strong organizational skills and time management skills, with the ability to prioritize effectively.
• Problem-solving skills that include resolution of customer complaints and issues.
• Excellent communication skills, both written and verbal, with a strong customer-first approach
• Minimum 1 year experience in a customer facing role. Preference will be given to candidates with contact center experience in a direct to consumer environment.

Recruiting Process

• Step 1: Video interview with Talent Acquisition + brief (12 min) online Wonderlic assessment
• Step 2: Case Study interview with Talent Acquisition
• Step 4: Offer, reference & background check
• Welcome aboard!
• Step 3: Video interviews with Team
• Step 2: Video interview with Hiring Manager

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

• Relentlessly High Standards
• We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
• Everyone is an Entrepreneur / Owner
• Create an Environment for Exceptional People
• No team member is defined by their function or job title; no job is beneath anyone
• We focus on the key drivers that will deliver the most results
• We are not afraid of short-term pain for long-term customer benefit
• Once we decide, we enthusiastically move together in the agreed upon direction
• We reject the status quo; we constantly innovate and question established routines
• We identify top performers, mentor them, and empower them to achieve
• We don’t compromise on quality
• We foster intellectual curiosity
• Mandate to Dissent & Commit
• Every hire and promotion will have a higher standard
• We think long-term
• Customer First
• We are not afraid to be wrong; the best idea wins
• Clarity & Speed
• We are confident in expressing our opinions; it is our obligation to express our disagreement
• We do more with less; we are scrappy and inventive
• When in doubt, we act; we can always change course

CharterUP is an equal-opportunity employer. We make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.