Call Center Representative

Job Title: Transportation Support Specialist – Remote Gate Management (RGM)

Location: Tempe, AZ

Pay Rate: $21.00/hour

Contract Duration: 4-month contract with high potential for full-time conversion

Start Date: TBD

Work Schedule:

• Must be open to any 5-day schedule, including weekends
• Historical shifts: 6:00 AM – 2:30 PM or 8:30 AM – 5:00 PM
• Team operates 7 days/week
• Mandatory overtime during Peak Season (Oct–Dec): Up to 60 hours/week
• Must be available to work holidays

Position Overview

As a Transportation Support Specialist, you will serve as a Remote Gate Agent, supporting thousands of drivers nationwide via two-way audio/video communication. You’ll verify truck specifications, coordinate arrival and departure logistics, and ensure smooth operations across the fulfillment network.

This role is 100% on-site and requires exceptional attention to detail, urgency, and technical proficiency. You’ll handle approximately 200 driver interactions per day, making clear and professional communication essential.

Key Responsibilities

• Verify truck and shipment details via live audio/video feeds
• Coordinate driver check-ins, loading/unloading, and departures
• Communicate updates to internal teams and external partners
• Follow SOPs and escalate issues as needed
• Support gate operations to free up on-site associates for other tasks
• Maintain accurate records and transaction logs

Qualifications

• 1+ year of high-volume call center or customer support experience
• Strong job tenure and reliability
• Ability to follow SOPs and solve problems independently
• Proficiency in Microsoft Excel and keyboard shortcuts
• Technically savvy and able to learn quickly
• Comfortable working in a fast-paced, high-pressure environment

Performance Expectations & KPIs

• Transactions Completed: 22/hour (180–230/day)
• Average Handle Time: 120–150 seconds
• Bounce Rate: ≤ 8% (handoffs due to incomplete transactions)
• System tracks availability, breaks, and productivity metrics

Employee Value Proposition (EVP)

• Opportunity to join the world’s largest logistics company
• High conversion rate to full-time employment
• Day-one benefits upon conversion
• Up to $5,000 tuition reimbursement for online or college courses
• Career advancement support across teams