Call Center Representative

Position Overview

The Customer Service Representative role is based onsite in Pittsburgh, PA and supports a demanding 24/7 call center environment. At American Expediting, a leader in on‐demand transportation for healthcare and mission‐critical industries, you will help design logistics solutions and provide exceptional service to critical customers—from placing new transportation requests to proactively managing in‐progress shipments. This role demands flexibility (including nights, weekends, and holidays) and a commitment to upholding our reputation of reliability and excellence.

Key Responsibilities

• Present a positive and professional face to customers, drivers, and colleagues.
• Answer inbound calls, emails, and chat requests efficiently.
• Ensure timely service for on-demand transportation requests by following established SOPs.
• Promote and sell American Expediting products and services when appropriate.
• Utilize internal systems to develop price quotes, update shipment information, and document key details.
• Collaborate with customers and dispatchers to resolve issues and ensure shipment requirements are met.
• Handle customer complaints using appropriate escalation procedures and resolve service problems.
• Provide peer coaching and training as a subject matter expert when needed.

Required Qualifications

• High School diploma or equivalent
• General computer proficiency including Microsoft Office, Outlook, and Teams
• Excellent verbal communication with clear customer interaction
• Ability to type and create professionally written replies quickly and accurately
• Flexibility to work weekend and overnight shifts in a 24/7/365 environment

Preferred Qualifications

• Experience in the healthcare or related industry
• Knowledge of logistics or expediting procedures with at least 2 years of call center experience
• Strong written communication, analytical thinking, and problem-solving skills

Benefits & Perks

• Compensation: Up to $21/hr (depending on experience) with eligibility for our Career Progression Ladder.
• Flexible schedule supporting a 24/7 call center environment
• Opportunity to join a dedicated team at a company with a 99.3% on-time delivery record
• Learn more about our full range of benefits by visiting our careers page.