Customer Experience Representative - National Account Level III

Ace Relocation Systems, Inc.•San Marcos, TX

2d•$23 - $25•Onsite

About The Position

The Ace Relocation Systems, Customer Experience Representative will interact with customers, inside staff, drivers, and other branches, to provide information proactively and in response to inquiries about services and to handle and resolve complaints.

Requirements

High School Diploma or General Education Degree (GED)
5+ years of relevant work experience
5+ years in the relocation industry
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and outlook.
Competent with Microsoft Teams.

Responsibilities

Confer with customers, drivers and other agents by telephone or by email in order to provide information about products and services, to take orders or cancel orders, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Set surveys and scan results, transmit/scan documents and authorizations, update dispatch screen with pack counts, revise estimates and work Move TRAC report daily.
Update client portals when requested.
Assist in onboarding of new employees.
Mentors and trains junior staff.
Proactively identifies process improvements and implements as solutions.
Leads complex or high impact customer interactions and escalations.
May lead small project teams.
Partners cross functionally to improve customer journey and operational performance.
Other duties as assigned.