Apply Now:Customer Service Rep in Newport News | Hiring
Your Next Step in Newport News
Position: Customer Service Rep (Based in Newport News) Hiring Organization: UPS Based in: Newport News, VA (our main Newport News branch) Status: New Newport News listing (actively interviewing).
Salary: $19-$24/Hour (approx. $44.7k/Year) Benefits: Eligible team members receive standard benefits. Impactful work with supportive local leadership.
Position Scope
This role centers on your professional skills within the Logistics Customer Service space in Newport News.
- This Newport News-based role is an excellent opportunity for professionals skilled in relevant skills.
- Our UPS team in Newport News, VA is growing.
- Benefit from working in Newport News, a key hub for the Logistics Customer Service industry.
About UPS & Our Culture
Millions of customers contact UPS every day with a question, a concern, a missing package, or a delivery preference — and our Customer Service Representatives are the voice and the resolution engine that turns those contacts into satisfied outcomes. At UPS, customer service is not a cost center. It is a critical retention function that protects billions of dollars in annual shipping revenue by resolving problems before frustrated shippers switch carriers. If you are searching for customer service representative jobs near me that develop genuine logistics problem-solving skills, pay a competitive wage, and sit inside one of the most recognized service brands in the world, the UPS Customer Service Representative role is the most professionally substantial entry-level service position in the transportation industry.
What Our Team Says (Employee Reviews)
"Customer service at UPS challenges you in ways that most call center jobs never do. I am not reading from a script — I am accessing five different UPS systems simultaneously to trace a package, identify where it diverted, contact the destination facility, and give the customer a real answer with a real committed resolution time. The training was thorough, the tools are powerful, and the sense of accomplishment when you resolve a genuinely frustrated shipper and they thank you is unlike anything in a standard customer service rep job." - Current Customer Service Representative, Cleveland, OH.
Role Overview & Responsibilities
As a UPS Customer Service Representative, you resolve inbound customer contacts — by phone, chat, and email — related to package tracking, delivery exceptions, pickup scheduling, billing disputes, and claims filing using UPS's integrated service platform to investigate issues and deliver committed resolution timelines that retain customer confidence.
- Package Trace Investigation: Investigate missing, delayed, and exception-flagged shipments using the UPS WorldShip tracking database, the EDGE exception management tool, and the UPS facility contact network — identifying the last confirmed scan event, the reason code for any delivery exception, and the estimated resolution timeline, then communicating a specific, committed next-step to the customer within the three-minute resolution target that UPS's service level agreement with business shippers requires.
- Claims Initiation & Documentation: Open and document loss and damage claims in the UPS ClaMS (Claims Management System) — collecting shipment reference numbers, package description, declared value, and supporting evidence from the claimant, verifying the claim against the shipper's insurance coverage tier, and routing the completed claim package to the claims adjudicator team within 24 hours of customer contact for processing within the 5-business-day claims resolution SLA.
- Billing Dispute Resolution: Investigate shipper billing disputes in the UPS Billing Center system — pulling the original shipment record, verifying the declared dimensions and weight against the billable dimensions captured at the UPS automated measurement system, and adjusting or confirming the billed amount based on the physical package data with a documented resolution explanation delivered to the shipper within 48 hours of dispute receipt.
Benefits & Perks
UPS Customer Service Representatives receive competitive hourly wages, full medical, dental, and vision benefits, a 401(k) with company match, paid vacation and holidays, and access to UPS's tuition reimbursement and career development programs. The logistics systems knowledge and multi-tool investigation skills built in this role create a direct advancement pathway into UPS account management, operations coordination, and supply chain analyst positions.
Frequently Asked Questions
How much does the Customer Service Rep in Newport News | Hiring position pay at UPS?
This role offers a pay range of $19 - $24. Actual compensation may vary based on experience, shift, and location within Newport News.
Where is this Customer Service Rep in Newport News | Hiring job located?
This position is based in Newport News, VA. UPS has facilities throughout the region, but this specific opening is in Newport News.
Do I need prior experience to apply for this Customer Service Rep in Newport News | Hiring job?
No prior experience is required. UPS provides all necessary training for new hires. This is an entry-level opportunity open to candidates from all backgrounds.
What benefits does UPS offer for this position?
UPS provides comprehensive benefits starting Day 1, which may include medical, dental, and vision coverage, 401(k) with company match, paid time off, and employee assistance programs.
Does UPS offer tuition assistance or education benefits?
Yes, UPS offers fully funded tuition reimbursement programs. Eligible associates can pursue degrees and certifications at no cost through programs like Career Choice, covering tuition, books, and fees.
Does UPS provide training for new hires?
Yes, UPS provides comprehensive paid training for all new associates. This includes safety orientation, equipment operation certification, and role-specific process training.
