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　　Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

　　Job Description:

　　The position is responsible for conflict resolution of escalated customer concerns received by The UPS Store Support Campus, to include research, communications and coordination with others (Customers, Franchisees, Area Franchisees, Field Operations, Operations Support, UPS representatives, etc.) in deriving to applicable resolutions for customer concerns.

　　DUTIES AND RESPONSIBILITIES

　　Conflict resolution of customer concerns received by The UPS Store Inc.

　　Provide written correspondence as requested on customer concern status and results.

　　Maintain thorough knowledge of The UPS Store locations products and services.

　　Maintain through knowledge of shipping and postal rules and regulations.

　　Work with multiple business functions as directed to ensure that work products align with business needs and strategies.

　　Provide Management status reports, tasks lists and project lists.

　　Raise issues as needed and follow through on handling customer concerns or determining resolutions.

　　Interact with the various The UPS Store, Inc. disciplines (Operations, Legal, Accounting, etc.) to assist in the resolution of customer concerns.

　　Provide customer relation support to the Franchisee Network as it relates to all customer service topics.

　　Servicing of the various Customer Service channels in handling customer inquiries (CEC, iSupport, toll free line, social media, and team e-mail).

　　Create/modify/update knowledge database content and instructional guides used in relation to handling customer inquiries.

　　Present or train on customer concern handling to Support team/other associates.

　　Assist in the training of end-users on communication and documentation.

　　Utilize the resources at The UPS Store Headquarters in providing personalized and guidance to operational challenges identified from the customer concern handling through regular communications.

　　Maintain accurate logs of all interaction and status of customer inquiries/concerns.

　　Contact responsibility internally with representatives of various disciplines in The UPS Store, Inc. Support Camput (Operations, Legal, Accounting, etc.) as well as UPS Inc. and externally with The UPS Store center customers; Area Franchisees and Individual Franchisees, outside entities, and vendors.

　　Travel may be required from time to time as needed.

　　Additional duties may be assigned.

　　QUALIFICATION REQUIREMENTS

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Education and/or Experience Required

　　Two years of higher education coursework in Negotiations/Conflict Resolution and Communication/English or equivalent work experience.

　　Two years of customer service experience.

　　Must possess strong analytical, quantitative, and problem-solving skills, as well as excellent verbal and written communication skills.

　　Able to multitask.

　　Language Skills

　　Proficiency in the English language.

　　Basic Spanish a plus.

　　Payrate Range: $22.95 - $32.70 PAY GRADE 10D

　　We offer a competitive compensation plan that includes, but is not limited to: Medical, Dental & Vision Benefits, Employee Assistance Program, Personal/Sick Paid time, Educational Assistance Program, 401(k) Retirement Savings Plan, Vacation, Basic life and voluntary group life insurance programs, Health Savings, Flexible Spending and Dependent Care accounts, Discounted Employee Stock Purchase Plan, Adoption Assistance Benefit, & Paid Holidays (8 per year).​

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　　Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.​

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　　Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions. Select sales positions may be eligible for commission . ​

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　　Other Criteria

　　Employer will not sponsor visas for position.

　　UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

　　Employee Type:

　　Permanent

　　UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

　　Other Criteria:

　　Employer will sponsor visas for specific positions . UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

　　Basic Qualifications:

　　Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

　　Company: UNITED PARCEL SERVICE

　　Category: The UPS Store

　　Requisition Number: R23042289

　　Location: San Diego,California