UPS Digital: Parcel Pro - Customer Service Representative

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Job Description

Parcel Pro Customer Service Representative

Job Title: Customer Service Representative

Department: Parcel Pro Customer Service Operations

Location: Downtown LA Office

Reports To: Customer Service Supervisor

Job Summary

Parcel Pro is seeking a Customer Service Representative to provide exceptional service and support to customers utilizing Parcel Pro's insured shipping and risk management solutions. This role serves as the primary point of contact for customer inquiries related to shipping insurance, account services, policy administration, claims support, shipment tracking, and general account maintenance.

The ideal candidate is customer-focused, detail-oriented, and capable of resolving customer concerns while delivering a positive customer experience. This position requires strong communication skills, problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment. The role supports Parcel Pro's commitment to protecting high-value shipments and delivering best-in-class customer service.

Key Responsibilities

Customer Support

• Respond to customer inquiries received through phone, email, chat, and other communication channels.

• Provide accurate and timely information regarding Parcel Pro products, services, and policies.

• Resolve customer concerns professionally while maintaining high customer satisfaction levels.

• Document customer interactions and follow-up activities within designated systems.

• Build positive relationships by demonstrating professionalism, empathy, and responsiveness.

• Assist customers with account setup, maintenance, profile updates, and general account inquiries.

• Support policy-related requests and documentation requirements.

• Verify account information and ensure data accuracy.

Shipment & Insurance Support

• Assist customers with shipment protection inquiries and insurance-related questions.

• Research shipment activity using internal systems and available tracking tools.

• Provide shipment status updates and coordinate responses for service-related issues.

• Escalate complex shipment or insurance concerns to the appropriate departments when necessary.

• Support customers through service exceptions and resolution processes.

• Share customer feedback and trends that may improve overall customer experience.

• Contribute to a culture of teamwork, accountability, and service excellence.

Required Qualifications

• Minimum 1 year of customer service experience.

• Strong verbal and written communication skills.

• Ability to multitask and prioritize work effectively.

• Strong organization and attention-to-detail skills.

• Proficiency with Microsoft Outlook, Excel, and Word.

• Ability to work independently and collaboratively in a team environment.

• Demonstrated professionalism and customer-focused mindset. [

Preferred Qualifications

• Associate's or Bachelor's Degree preferred.

• Experience in insurance, logistics, transportation, shipping, financial services, or customer service operations.

• Familiarity with shipment tracking systems and customer relationship management (CRM) platforms.

• Experience working in a service-oriented environment supporting high-value customers.

• UPS, Parcel Pro, or UPS Capital experience preferred.

This role is NOT remote and reports in office on a hybrid work schedule.

Employee Type

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Pay Range

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $21.15/hr to $34.40/hr. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants are offered annual short-term and/or long-term incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program.

Fair Chance Act Disclosure: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. UPS does consider job applicants with prior criminal convictions.