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SalaryTitle:
Contact Center Customer Care Specialist (SCA)
HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. HomeSafe will have a 24/7 global Contact Center, to support over 320,000 moves globally every year.
HomeSafe Alliance is seeking Customer Care Specialist's to support the Customer CareContact Center by providing immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns. The goal is to be readily available and responsive to meet customer needs with exceptional quality and service.
This is an SCA position .
NOTE: Openings on various shifts to include weekend support.
POSITION DESCRIPTION :
As a Customer Care Specialist, you will be responsible for all shipment activities in your workload from assignment through delivery.
Be the "first face" of HomeSafe via inbound calls/chat/email from customers, internal colleagues, and external partners.
Ensures first call resolution through problem solving and effective call/email/chat/text.
Counseling customers on their entitlements for their move.
The Customer Care Specialist role requires a patient and stable work style and consistency in dealing with repetitive routine.
The role demands a cooperative, agreeable, and sympathetic listener who can build good relationships with others and enjoys being helpful to them.
Troubleshooting with customers on how to use the HomeSafe Connect Application.
Provide accurate details of the status of Customer move at designated points.
Customer service via a multichannel Contact Center within a team-oriented focus is of utmost importance.
The pace of the role follows the customary scope of measuring a CCS productivity Contact Center metrics (i.e. Average Handle Time, After Call Work, Unavailable Codes).
Complete outbound communications to customers and business partners.
Readily resolve all customer, agent or military base inquiries and concerns.
Identify and resolve issues utilizing critical thinking skills and sound judgment.
Utilize strong time management, organization skills and prioritization in a fast-paced environment.
Utilize various systems and tools to initiate and assist customer requests.
Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
Continually maintain a working knowledge of all services and requirements for processing customer orders.
May function as designated representative for move accounts.
May perform other related duties and responsibilities as assigned and/or required
Attend and participate in all team meetings.
QUALIFICATIONS AND SKILLS REQUIREMENTS:
1+ year customer service experience, with military move experience preferred.
Experience working in a multi-channel (voice, chat, email, and text) Contact Center.
Must be a U.S. citizen due to contractual requirements.
The role requires attention to the details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work.
The focus is on working comfortably remotely within a stable, secure team.
Manage multiple priorities, with the ability to work in a fast-paced environment.
Ability to manage difficult customers and situations and be able to solve problems.
Excellent written & verbal communication skills, patience, and empathy.
Proficient with basic computer skills.
Additional Preferred Qualifications
Bilingual
Prior military move management experience.
Schedule flexibility:Customer Care will operate 24 hours per day x 365 days per year; nights, weekends and holidays required.
Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment needed for role, employee provided high speed internet is required.
Benefits:
Medical, Dental and Vision Insurance.
Paid time off (PTO) Three weeks of PTO for newly hired employees
401(k)
Health and Wellness Programs
Disability, Life and AD&D insurance
Employee Support program
Family Support: Bright Horizons, child and elder care services
Teladoc Medical Experts, second opinion program
Travel Accident & Medical
TRICARE Supplement Plan
Voluntary Benefit Plans
And more!
HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
