Onsite Customer Experience Specialist

Nellis Auction; Katy (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Nellis Auction is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations, bridging warehouse operations and customer service to ensure accurate orders and a high-quality experience.

You will resolve issues in real time, coordinate with offsite teams, audit service quality, and support the Returns and Area Manager teams while maintaining safety and efficiency on site.

Qualifications

• Minimum of 1 year of customer service experience.
• Experience in fast-paced, customer-facing environments with de-escalation ability.
• Experience training, coaching, or auditing team performance preferred.
• Familiarity with warehouse operations is a plus.

Responsibilities

• Serve as the primary onsite escalation point for customer inquiries and service recovery during pickup operations.
• Coordinate with offsite Customer Service teams to ensure ticket resolution and follow-up accountability.
• Verify customer orders prior to load-out to prevent missing-item issues and protect completed sales.
• Proactively engage first-time customers to set expectations and clarify policies.
• Conduct daily service audits using the WINNER framework and provide real-time coaching.
• Manage and track stash inventory and communicate resolutions to customers.
• Process customer returns in compliance with company policy and documentation.
• Support warehouse operations including lot safety, traffic flow, and load-out processes.
• Provide operational support to Area Manager and Returns team 1–2 hours daily.
• Identify recurring customer issues and escalate trends for process improvement.

Skills

Customer service

Conflict resolution

Communication

Team collaboration

Attention to detail

Job description

Nellis Auction is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations, bridging warehouse operations and customer service to ensure accurate orders and a high-quality experience.

You will resolve issues in real time, coordinate with offsite teams, audit service quality, and support the Returns and Area Manager teams while maintaining safety and efficiency on site.