Senior Customer Support Center Specialist

Suddath Companies • Jacksonville, FL

15d

About The Position

Why Choose Suddath to “Move” your Career to the Next Level? At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world. General position summary: The Senior Customer Support Center Specialist will communicate with customers and be responsible for resolving Tier 2 escalations while demonstrating a professional, engaged demeanor that reflects the value Suddath places on its customers.

Requirements

• High school diploma required
• Prior moving industry experience required
• Excellent customer service and communication skills (verbal and written)
• Ability to work under deadlines and within specific time frames
• Exceptional ability to identify, analyze, and solve problems
• Ability to demonstrate resourcefulness and to work independently, excellent leadership and interpersonal skills
• Self-motivated; works with urgency and with minimum supervision
• Strong ability to prioritize and re-prioritize as situations change throughout the workday
• Demonstrates comfort in difficult situations
• Ability to work overtime
• 2 years plus experience in relocation or closely related customer service industry required
• highly customer service oriented
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication 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.
• 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.
• To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Responsibilities

• Communicate with customers via live chat, text message, voice, and email channels; manage customer support team inboxes
• Maintain accurate records by documenting all customer interactions into database
• Effectively balance a large volume of incoming calls and written communications
• Maintain email, chat and SMS templates and standard responses for common customer issues to streamline response times and consistency
• Review written communications from other team members to ensure quality, consistency and compliance with company standards
• Conduct audits of customer interactions to identify areas for improvement and provide feedback to enhance communication effectiveness
• Train and mentor junior customer support specialists on effective written communication techniques, customer service best practices and use of communication tools
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Collaborate with other departments, such as Customer Service, Operations and Claims to ensure alignment in messaging and provide input on customer communication strategies.
• Prioritize workload of customer support team to meet required deadlines
• Conduct training and onboarding for new employees; Provide training to peers as needed
• Communicate with management on performance issues identified

Benefits

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees.
• Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED