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The Suddath Companies · 20 hours ago

Customer Support Specialist

Jacksonville,Florida: United States of America

Full-time

Onsite

Entry, Mid Level

2+ years exp

The Suddath Companies is a reputable organization dedicated to providing relocation and logistics services worldwide. They are seeking a highly motivated Customer Support Specialist to deliver exceptional service to customers through various communication channels and resolve inquiries efficiently and professionally.

ConsultingLogisticsTransportation

Responsibilities

Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat)

Resolve customer inquiries with professionalism, empathy and efficiency, ensuring first-contact resolution whenever possible

Maintain accurate records of customer interactions and transactions using CRM systems

Meet or exceed performance metrics including call quality, response time, handle time and customer satisfaction

Collaborate with team members and leadership to identify process improvements and enhance the customer experience

Coordinate offsite services with local agencies in various markets as needed

Stay up to date on policies and procedures

Qualification

Customer service experienceContact center softwareCRM systemsMicrosoft Office SuiteProblem-solving skillsMultitasking abilityCommunication skillsTime management

Required

A minimum of 2 years experience in a high-volume contact center within a metric-driven organization

Strong communication skills, both verbal and written

Exceptional ability to identify, analyze, and creatively solve problems

Proven ability to multitask and manage time effectively in a fast-paced environment

Proficiency in using contact center software, CRM systems and Microsoft Office Suite

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

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, including MS Word, MS Excel and MS Outlook

The ability to learn and effectively use software applications such as Movers Suite and VMS 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