About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. With a legacy spanning over a century, UPS is committed to connecting people and businesses worldwide, driven by innovation, reliability, and a strong sense of community responsibility. Join a team dedicated to excellence and making a tangible impact on global commerce.
Job Description
We are seeking a dedicated and detail-oriented UPS Support Aide to join our team in Pasco, Washington. This is an entry-level, non-voice support position, ideal for individuals with excellent written communication skills and a passion for customer service without direct phone interaction. You will be responsible for handling inquiries and resolving issues primarily through email, chat, and internal ticketing systems, ensuring our customers and internal partners receive prompt and accurate assistance. Your ability to navigate systems, research information, and articulate solutions clearly will be key to your success in this role.
Key Responsibilities
- Respond to customer and internal inquiries via email, live chat, and internal messaging platforms in a timely and professional manner.
- Investigate and resolve service-related issues, tracking discrepancies, billing questions, and other common support requests.
- Utilize internal systems and databases to accurately document interactions and update customer records.
- Escalate complex issues to appropriate departments for further investigation and resolution.
- Maintain a high level of accuracy and attention to detail in all written communications.
- Adhere to company policies and procedures regarding data privacy and customer confidentiality.
- Collaborate with team members to share knowledge and best practices for efficient problem-solving.
- Assist with creating and updating support documentation and FAQs to improve self-service options.
Required Skills
- Excellent written communication and grammar skills in English.
- Strong computer proficiency, including experience with Microsoft Office Suite (Word, Outlook).
- Ability to learn and adapt to new software and internal systems quickly.
- Exceptional attention to detail and accuracy.
- Proven problem-solving abilities and a proactive approach to issue resolution.
- Ability to work independently and as part of a team in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a non-voice customer support role.
- Familiarity with logistics or shipping industry terminology.
- Experience with CRM software or ticketing systems.
- Associate’s degree or some college coursework.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program.
- Tuition reimbursement program.
- Career development and training opportunities.
- Employee discount programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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