Remote Chat Support Representative

Universal Logistics Holdings, Inc. is a leading provider of customized transportation and logistics solutions throughout the United States, Canada, and Mexico. We deliver reliable supply chain services that include transportation, intermodal operations, contract logistics, and global trade management. By combining industry expertise with advanced technology and an extensive logistics network, we help our customers improve efficiency, reduce costs, and keep their businesses moving.

We are currently seeking a Remote Chat Support Representative to join our Customer Experience team. This is a full-time remote position designed for individuals who enjoy helping people and providing exceptional customer service through online communication. As a Chat Support Representative, you will assist customers by responding to inquiries, resolving concerns, and providing accurate information through live chat, email, and other digital communication channels. Your professionalism, attention to detail, and ability to multitask will help ensure every customer receives a positive support experience.

Key Responsibilities

Provide professional customer support through live chat, email, and other digital communication platforms.

Respond promptly and accurately to customer inquiries regarding shipments, services, billing, orders, account information, and general questions.

Maintain multiple chat conversations simultaneously while delivering personalized and efficient support.

Research customer concerns and provide timely, accurate solutions.

Escalate complex issues to the appropriate department when necessary while ensuring proper follow-up.

Document all customer interactions accurately within the company's customer relationship management (CRM) system.

Assist customers with account updates, password resets, online portal access, and general troubleshooting.

Coordinate with Operations, Dispatch, Billing, and other internal departments to resolve customer concerns.

Follow established procedures to ensure compliance with company policies and service standards.

Monitor customer requests to ensure timely resolution and customer satisfaction.

Identify recurring issues and provide feedback to improve customer service processes.

Maintain confidentiality of customer information and company data.

Meet established performance metrics, including response time, customer satisfaction, quality assurance, and productivity goals.

Stay current on company services, policies, and technology updates.

Participate in ongoing training, coaching sessions, and team meetings.

Provide a positive, friendly, and professional customer experience during every interaction.

Required Qualifications

High school diploma or equivalent required. Associate's or Bachelor's degree is preferred.

Previous experience in customer service, live chat support, call center operations, administrative support, or related customer-facing roles is preferred.

Excellent written communication skills with strong grammar, spelling, and typing accuracy.

Typing speed of at least 45 words per minute with a high level of accuracy.

Strong multitasking and organizational skills.

Ability to manage multiple chat conversations simultaneously while maintaining professionalism.

Experience using Microsoft Office 365, Outlook, Word, Excel, and web-based applications.

Ability to quickly learn new software and customer support platforms.

Strong problem-solving skills and attention to detail.

Excellent time management and ability to work independently in a remote environment.

Reliable high-speed internet connection and a dedicated home workspace.

Commitment to delivering outstanding customer service.

Preferred Qualifications

Experience using Zendesk, Salesforce, HubSpot, Intercom, LiveChat, Freshdesk, ServiceNow, or similar customer support platforms.

Previous experience supporting logistics, transportation, e-commerce, or supply chain customers.

Experience working remotely in a customer support environment.

Bilingual communication skills are considered an asset.

Knowledge of CRM systems and digital customer engagement tools.

Work Environment

This is a fully remote position. Employees are expected to maintain a secure and distraction-free home office with reliable high-speed internet and equipment suitable for handling confidential customer information.

Work schedules may include daytime, evening, weekend, or holiday shifts depending on business needs. Flexibility may be required during peak operating periods.

Benefits

Competitive salary.

Performance-based annual bonus.

Comprehensive medical, dental, and vision insurance.

401(k) retirement savings plan with company matching.

Paid vacation, sick leave, personal days, and company holidays.

Company-paid life and disability insurance.

Employee Assistance Program (EAP).

Paid remote training and onboarding.

Professional development and career advancement opportunities.

Tuition reimbursement for eligible employees.

Employee referral bonus program.

Company-provided laptop, headset, and required equipment.

Monthly internet reimbursement for eligible remote employees.

Employee wellness and recognition programs.

Employee discount program.

Flexible remote work environment.

Supportive team culture with opportunities for internal promotion.