Senior Customer Support Center Specialist

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.

What We Offer!

• 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
• For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits. 

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.

Essential Duties & 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

Skills Required:

• 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

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Other Duties & Responsibilities:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education & Experience:

• High School diploma required; 2 years plus experience in relocation or closely related customer service industry required; highly customer service oriented; and/or equivalent combination of education and experience.

Travel:

• Less than 10% travel required.

Language Skills:

• 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.

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.

Computer Operations:

• 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.

Planning/Organization:

• 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

Certificates/Licenses/Registrations:

• None required.

Working Conditions:

• Cubicle working environment
• Noise level in the work environment is usually moderate

Physical/Environmental Demands:

Activity:

• Stand - Under 1/3 Time
• Walk -  Under 1/3 Time
• Sit – Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time
• Reach with hands and arms –  1/3 to 2/3 Time
• Climb or balance – None
• Stoop, kneel, crouch or crawl – Under 1/3 Time
• Talk or hear – over 1/3 to 2/3 time
• Taste or smell – None
• Other - None

Physical Activity Level:

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

• Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.