Senior Hotline Specialist jobs in United States
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GOFO ยท 1 day ago

Senior Hotline Specialist

positionNew York, United States
timeFull-time
remoteOnsite
senioritySenior Level
money$26/hr - $32/hr

GOFO is seeking a Senior Hotline Specialist to manage their customer service team. The role involves overseeing daily operations, ensuring timely responses to customer inquiries, and providing training to enhance service quality.

LogisticsSupply Chain ManagementTransportation
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H1B Sponsor Likelynote
Hiring Manager
Shero Wu
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Responsibilities

Manage the customer service team, handle customer inquiries related to returns, last-mile delivery and so on
Oversee daily operations of phone-based customer service to ensure timely and professional responses to customer inquiries
Ensure the team is proficient in handling returns, order inquiries, and general customer issues
Monitor performance metrics including call handling time, first-contact resolution rate, and customer satisfaction
Provide training and support to the team, optimize processes to enhance service quality
Document return processing, generate reports, and propose improvement recommendations
Regularly analyze customer feedback and complaints to drive issue resolution
Collaborate with Operations, Sales, IT, and other departments to standardize customer service and return management processes

Qualification

Customer service managementCRM systems proficiencyLeadership abilityCall center systems knowledgeCommunicationMultitaskFluent in English

Required

Bachelor's degree or higher; fluent in English
Experience managing customer service teams, preferably in logistics/e-commerce
Demonstrated leadership ability to motivate and coach teams, also able to drive performance improvement
Excellent communication skills with familiarity in telephone customer service
Proficiency in CRM systems and related customer service tools
Understanding of call center systems and quality monitoring tools
Ability to thrive in fast-paced environments, efficiently handle multiple tasks, and meet deadlines

Company

GOFO

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GOFO is a rapidly expanding last-mile delivery company that operates in the United States, France, the Netherlands, and Italy.
dateFounded in 1968
location
Queens, New York, USA
people-size1001-5000 employees
web-link
https://gofo.com/us

H1B Sponsorship

GOFO has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (4)

Funding

Current Stage
Late Stage

Recent News

PR Newswire
GOFO Launches New Website And Domain to Power Its Global Logistics Expansion
2025-12-19
PR Newswire
GOFO Sets New Record with 3M Daily Sortation Capacity in 2025 Peak Season
2025-12-19
GOFO
GOFO Netherlands launches double cross-belt sorting machine in Amsterdam
2025-11-11
Company data provided by crunchbase