Job Description

Job Description Luxer One is growing! We're seeking a dedicated and enthusiastic VR Specialist to join our Customer Success team! In this role you will be researching missing packages by reviewing our system records and video footage to help us solve for opportunities with our customers. About Us: Luxer One is dedicated to improving package delivery experiences with advanced locker solutions. We pride ourselves on delivering exceptional customer service and ensuring the seamless operation of our systems. As a Video Research Specialist, you will be crucial in resolving package-related inquiries and maintaining our video surveillance systems. Job Description: We are seeking a diligent and proactive Video Research Specialist to join our team. In this role, you will be responsible for researching missing packages and addressing complaints about misdeliveries. Your primary duties will include communication with residents and property management staff via phone and email, ensuring inquiries are handled within 24-48 hours of receipt. Key Responsibilities: Respond to customer inquiries regarding missing packages through phone, email, and chat. Investigate and resolve complaints about misdeliveries. Communicate effectively with residents and property management staff about missing packages. Perform proactive outreach to properties with non-functional video cameras. Conduct light troubleshooting, including camera restarts. Manage customer escalations and identify optimal solutions. Create CRM tasks for camera replacements. Handle escalated video research requests from Residential Support. Respond to phone calls and emails from property managers and package champions concerning video research. Troubleshoot down video cameras and ensure timely resolution. Requirements Qualifications: Excellent communication skills, both verbal and written. Strong problem-solving abilities and attention to detail. Ability to manage and prioritize multiple tasks effectively. Technical aptitude for light troubleshooting and camera maintenance. Proficiency in CRM software and other relevant tools. Previous experience in customer service or technical support is preferred. Ability to work independently and as part of a team. Benefits What We Offer: Competitive salary and benefits package. Opportunities for professional growth and development. A collaborative and supportive work environment. The chance to be part of a forward-thinking company committed to innovation.