Luggage Forward

Role Description We’re looking for a full-time Customer Experience Representative to join our fully remote team. This role requires a 40-hour work week with a consistent, fixed schedule. We’re seeking individuals who are dependable, punctual, and ready to maintain reliable availability during their assigned hours. In this position, representatives are expected to stay actively engaged throughout their shift — managing calls and tickets continuously, except during scheduled breaks. We are currently hiring two representatives for the following shifts (all times are EST): - Monday - Wednesday, 11:30 am - 8:00 pm EST - Saturday / Sunday, 9:30 am - 6:00 pm EST Reps are expected to work the full duration of their scheduled shift. Schedule flexibility is not available, and unpaid time off is not permitted except under approved circumstances outlined in company policy. Qualifications - Collaborative, customer-focused professional - Clear communication skills with customers, carriers, teammates, and leadership - Comfortable using tools like Google Workspace and Zendesk - Experience with logistics or carrier platforms is a plus - Organized and detail-oriented - Able to prioritize effectively across routine tasks and urgent needs - Comfortable working independently for long stretches - Adaptable and open to feedback - Thrive in a changing environment Requirements - Handle customer interactions across phones, email, chat, and case management systems, ensuring timely, accurate, and courteous responses - Apply strong knowledge of company products, services, policies, and processes to resolve inquiries effectively - Follow established department and team workflows, tools, and expectations to maintain consistency and high-quality service - Collaborate with teammates and cross-functional partners to resolve customer issues, coordinate solutions, and share insights - Proactively identify and escalate potential service gaps, process challenges, or customer pain points to leadership - Contribute to team initiatives and meetings, supporting both business priorities and continuous improvement efforts - Maintain accurate and complete documentation of interactions in the company’s CRM (e.g., Zendesk) and related systems Success will be measured by: - Consistent achievement of service metrics (e.g., response time, resolution rates, customer satisfaction) - Positive contributions to team collaboration, culture, and knowledge sharing - Demonstrated growth in product knowledge, process expertise, and adaptability