This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This position is responsible for providing full-service move management over the phone that promotes customer satisfaction and positively impacts the Company’s shipment and financial performance. This individual works closely among a team of Customer Care representatives, Van Lines Operations Planners and Dispatchers, Transportation Service Providers and Transportation Offices throughout the country to proactively manage the relocation process, including post-delivery service evaluations to support the company’s short- and long-term strategic business objectives.

• Develop a supportive relationship with customer over the phone, maintaining contact from start to finish while managing realistic expectations.
• Reach and maintain 95% or high completion rate on predetermined customer touchpoints to include post-delivery.
• Communicate at expected milestones to measure service, resolve issues as necessary.
• Notify customer of schedule changes to avoid unnecessary inconvenience.
• Monitor distressed shipments and provide customer updates for late shipments.
• Schedule warehouse shipment pick-ups and manage documentation.
• Identify problems and act to rectify them by employing analytical thinking and sound judgment.
• Handle customer complaints without manager intervention greater than 90% of the time.
• Perform internal post-delivery quality checks and provide recovery as necessary to improve customer satisfaction.
• Answer all calls professionally, using proper phone etiquette and required information.
• Perform necessary administrative tasks pertaining to the successful management and service of the job functions.
• Regularly review, understand, and apply the DOD business rules and regulations.
• Document every interaction regarding a shipment in proprietary software systems, whether phone calls, emails, virtual, or in person.

Qualifications

• Bachelor’s Degree preferred; Associate degree required in a position-relevant field or minimum of three (3) years' work experience in a customer service-centric position, experience in the moving industry is preferred.

Requirements

• Minimum requirements in Microsoft Outlook, Word, Excel, and Power Point of Beginner Level (Intermediate Level or higher preferred).
• Minimum keyboard skill level of 40 wpm.
• Ability to utilize strong time management, organization skills and prioritization in a fast-paced environment.
• Ability to work professionally as a team player exhibiting timely, professional and proactive customer service skills.
• Ability to recognize varying levels of customer concerns, emotions, and stress points to adapt accordingly to meet customer expectations.
• Ability to project an image of patience and expertise while providing courteous, timely, and professional communication through all customer (external and internal) interactions by phone, written, or in person.
• Ability to multi-task and enter data while simultaneously conducting phone conversations.
• Understanding of requirements to include; reporting, shipment documentation, weight allowances, and Department of Defense regulations.
• Ability to recover from, or adjust to, problems or setbacks.
• Ability to determine, communicate and deliver to the customers’ expectations while following company procedures.
• Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
• Ability to utilize two or more monitors consecutively with several different software applications to promote strong time management skills.

Language and Communication Skills

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to communicate effectively by phone, email, virtual meeting, or in person.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands to finger and type.
• The employee needs to be able to hear well enough to communicate both internally and externally.
• The employee must be able to see well enough to read written items and use a computer.
• The employee frequently is required to stand, walk, and stoop.
• The employee is frequently required to sit and reach with hands and arms.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The working conditions are those of a normal office environment with the absence of disagreeable elements.
• The noise level in the work environment is usually moderate.