Note: The job is a remote job and is open to candidates in USA. Sirva is a leading global relocation management and moving services company, and they are seeking a Customer Service Representative Temp. The role involves responding to customer inquiries and resolving service-related disputes while ensuring timely communication and documentation throughout the process.
Responsibilities
- Respond to customer's phone calls, emails and letters ranging from inquiries to demands of restitution and resolution of disputes, relative to a dissatisfaction of service
- Equitable and timely resolution requires communication with all parties that can impact decisions, i.e. agents, driver(s), Operations, Revenue Accounting, Credit/Collection, during any phase of the move
- Timely response also requires a working knowledge of all mainframe screens as they relate to shipment status and Operations
- Mediate inconvenience claim settlements and obtain a consensus from the accountable parties
- Monitor the process of the move and provide the customer with updates during delays and communicate with all service providers
- Review all shipping documents, tariff charges, invoices and negotiate with affected parties if a price adjustment is warranted
- Accurately interpret the Customer Service and Ops. Systems to obtain shipment status and promptly respond to potential service problems
- Provide accurate documentation of all phone conversations to be shared internally and with all service providers
- Resolve and provide timely and thorough handling of customer calls regarding service dates, disputed charges or driver/agent performance
- Resolve and provide prompt and accurate response to customer correspondence
- Provide timely and accurate response to customer calls relating to inquiries about ETAs, price and payment
- Investigate and adjudicate settlement of all inconvenience claims in an equitable manner and within tariff guidelines, contract carriage agreements, government Tender of Service or interline hauling agreements
- Document conversations with the customer and all other internal/external conversations that occur during the handling of the inquiry or complaint
- Other duties as assigned
Skills
- 1-3 years' experience within a Customer Service environment
- Excellent communication, both written and verbal, and good problem-solving skills
- Ability to handle multiple tasks in a fast-paced environment
- Must be detail oriented and manage time well
- High School Degree or Equivalent
- Prefer Word and Excel experience
Benefits
- Comprehensive benefits package that includes Medical
- Dental
- Vision
- 401(k)
- FSA/HSA
- Employer HSA Match
- Life & Disability Insurance
- Paid Time Off
- Volunteer Time Off
- ID Theft Protection Plan and more.
Company Overview
- SIRVA provides mobility & relocation services to corporate customers, individual consumers, and military and government agencies worldwide. It was founded in 1998, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.sirva.com.