Senior Customer Service Specialist - Escalations - Remote

Overview

CharterUP is transforming the $30 billion group transportation industry with cutting-edge technology and innovative SaaS software, delivering an industry-leading experience for both customers and operators. Trusted by most Fortune 500 companies, our platform connects users to thousands of charter bus and minibus operators nationwide.

In Short

• Manage complex escalations and customer inquiries.
• Facilitate resolution of post-trip issues.
• Communicate effectively with customers and vendors.
• Analyze and solve customer issues.
• Document all customer interactions accurately.
• Identify trends and recommend process improvements.
• Provide training and support to junior representatives.
• Monitor performance metrics related to escalations.
• Adhere to escalation procedures and guidelines.

Requirements

• 3-5 years of experience in customer service.
• 2 years focused on complex customer escalations.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to remain calm under pressure.
• Exceptional attention to detail.
• Customer-focused mindset.
• Ability to work independently and in a team.
• Strong interpersonal skills.
• Flexibility to adapt to changing priorities.

Benefits

• Remote-first flexibility.
• Comprehensive health and wellness benefits.
• Paid time off and holidays.
• Company-paid life and disability insurance.
• Performance-driven culture.
• Referral bonuses.
• Long-term financial planning support.
• Top-tier tech equipment provided.