Customer Service Rep

Lead Customer Service Representative (Dispatch Operations)

Location: Onsite

Schedule: Tuesday – Saturday | 6:00 AM – 3:00 PM

Pay Rate: Starting at $21.00/hr

Assignment Type: Onsite

This is not a traditional customer service role. The Lead CSR plays a critical role in a fast‑paced Costco delivery warehouse, serving as the central communication hub between in‑home delivery driver teams, contractor leadership, and RXO operations.

This role is dispatch‑heavy, requires constant real‑time decision‑making, and demands a calm, confident communicator who can hold teams accountable while maintaining professionalism. The ideal candidate brings maturity, hands‑on experience, and the ability to speak firmly and respectfully to a primarily male driver workforce.

• 6–10 active delivery routes daily
• Maintain continuous phone contact with driver teams during deliveries
• Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
• Address performance concerns and escape non‑compliance to contractor leadership
• Track and manage route exceptions, delays, and escalations in real time

• Communicate directly with customers during in‑home deliveries when drivers need support
• De‑escalate complaints and clarify service expectations
• Act as a liaison between customers and drivers to protect the customer experience and brand reputation

• Direct returning driver teams on trash segregation and haul‑away drop zones
• Ensure all drivers complete required Costco check‑in procedures
• Identify, document, and report missing assets or non‑compliance issues

• Serve as the lead resource for CSR support staff during the shift
• Provide guidance, direction, and escalation support
• Capture daily service disruptions, late departures, and unscanned badges
• Share insights, issues, and recommendations with the Operations Manager

• Fluent in both Spanish and English (must speak, listen, and translate clearly)
• 3+ years of experience in dispatch, logistics, or field operations (appliance or furniture delivery experience strongly preferred)
• Strong phone presence — calm under pressure, assertive, and professional
• Comfortable working in a warehouse environment with live driver communication
• Reliable, professional demeanor — this is a customer‑facing role
  , even when behind the scenes

• Background in appliance installation, furniture assembly, handyman, or trade work
• Previous leadership experience in dispatch, warehouse, or delivery operations
• Familiarity with Descartes Route Planner, CLX, or other TMS platforms

• Tuesday – Saturday required (Sunday off guaranteed)
• Holiday periods may require a 6‑day operation
• Ability to rotate hours based on operational needs
• First
  
  Shift: 6:00 AM – 3:00 PM

We’re looking for a mature, confident professional who can command respect, communicate clearly, and stay composed in a high‑pressure environment. Candidates with hands‑on, real‑world experience naturally succeed in this role. This position is critical to keeping one of our busiest delivery operations running smoothly in the Chesapeake market.

Apply today if you’re ready to step into a leadership‑focused dispatch role where your communication skills and operational judgment truly matter.

$21.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short‑term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Veterans/Disabled military connected talent encouraged to apply.

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.