Client Support Specialist (Overnight Shift)

| Austin, TX
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Who We Are

Overhaul is looking for energetic, analytical, and quality-focused team members to join their C3 Monitoring and 24/7 Customer Support Team as Watch Officers.  Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision. 


We are looking for Night Shifts Only right now-  6pm - 6am - For two different Shifts - Front Half Shift is Sunday - Wednesday - With Thursday, Friday and Saturday off and Back Half Shift - Wednesday to Saturday - With ever other week Wednesday's off - 

Shorter weeks with more days off!! *Hourly Role with OT for any hour worked over 40 hours a week. 

The Role

The role of a Watch Officer consists of utilizing Overhaul visibility software solutions to actively monitor customer shipments, analyze cargo risk events, and manage cargo recovery response protocols through Overhaul’s Law Enforcement Connect system.  Watch Officers also serve as key direct customer support team members by communicating with customers and their transportation vendors to facilitate excellent customer experiences and mitigate risk to critical commodities that move through the supply chain. The Watch Officer will play an active role in a key division of Overhaul Operations, utilizing our innovative software solutions. Duties will include following appropriate escalation protocols, collaborating with shippers, 3PLs, carriers, drivers, and law enforcement to facilitate comprehensive alignment in Standard Operating Procedures, and communicating follow-ups as needed at the transition of shifts.  This is an hourly position with competitive pay and an excellent benefits package for full-time positions.  


Duties include, but are not limited to:

  • Monitor customer shipments via Overhaul software solutions
  • Respond to customer support tickets received via phone, email, and chat
  • Collaborate with Account Management, Operations, and Customer Support Teams to ensure a thorough approach is taken to appropriately and comprehensively address customer needs
  • Maintain thorough awareness and understanding of Overhaul technology and service products
  • Fully execute protocols in relation to monitoring duties, customer inquiries, and escalations

Required:

  • Excellent communication skills
  • Positive and flexible attitude
  • Genuine commitment to excellent customer experience
  • Excitement around working with an innovative and collaborative team

Preferred:

  • Experience in a customer service role
  • Experience in a SaaS field
  • Experience in supply chain or related role

Our Core Values and how they benefit you as an “Overhauler”
Authenticity, Receptivity and Trust
·      Extremely competitive base salary package
·      401(k) with Overhaul match
·      Flexible working schedules
Encouragement and Learning
·      Progressive advancement opportunity & career mobility
·      Paid development personal stipend
·      Monthly lunch and learns
·      2 Unique learning systems w/Instructor led content
Wellness and Integrity
·      Rotating Overhaul “Perks @ work” (Discounts and Freebies)
·      Overhaul fully provided healthcare plan
·      Employee assistance & wellbeing programs
·      New Parent/Family/Caregiver leave(s)
·      Daily BAMM time (body and mind movement)
·      Life by design vacation policy

Diversity and Inclusivity Statement 

Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.”  All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply! 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • HotjarAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

What are Overhaul Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
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