CWR-Customer Service Rep II

Customer Service Representative

Location: Brookshire, TX

Pay rate: $17/hr on W2

Schedule & Shift Details

Must be available Friday and Saturday this is a 6-day operation (MonSat) work 2 Sundays out of the year. Flexibility to work either:

• First Shift: 6:00 AM 2:30 PM
• Second Shift: 10:30 PM 7:00 AM

Candidate may rotate shifts based on operational need.

*** Manager Comments on Role: This is a dispatch-heavy role in a fast-paced Costco delivery warehouse not your typical customer service job. The CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and operations. This role is all about real-time problem solving, clear communication, and accountability. We are looking for someone mature and experienced, ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly) who can speak confidently to driver teams and customers alike. The ability to lead with a firm but respectful tone is key, especially when addressing a primarily male driver workforce.

Key Responsibilities

• Dispatch & Route Oversight

Monitor 3040 daily routes and stay in direct phone contact with driver teams during deliveries. Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues. Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant. Maintain real-time awareness of route exceptions, delays, and customer escalations.

• Customer Escalation Support

Communicate with customers during in-home deliveries when drivers need assistance explaining services. De-escalate complaints and clarify expectations. Act as a liaison between the customer and driver teams to preserve the experience and protect the brand.

• Warehouse Check-In Support (Primarily 2nd Shift)

Direct driver teams returning from their routes on trash segregation and haul-away drop zones. Ensure drivers complete the Costco check-in process before leaving. Identify and report any non-compliance or missing assets.

• Team Leadership & Communication

Serve as lead over CSR support staff during shift; provide direction and escalation support. Capture daily service disruptions, late departures, and unscanned badges. Share key issues and recommendations with the Ops Manager for follow-up.

Requirements

Fluent in Spanish and English preferred but not required. 1 +years in dispatch, field operations, or logistics (appliance/furniture preferred). Strong phone presence assertive, calm under pressure, and capable of influencing others. Comfort working in a warehouse environment with live driver communication. Reliable and professional demeanor this is a customer-facing position, even if you're behind the scenes.

Preferred Experience

Prior work in appliance installation, furniture assembly, or handyman/trade roles, insurance, csr. Previous leadership experience in a dispatch, warehouse, or delivery setting. Familiarity with Descartes Route Planner, CLX, or other TMS systems.