Customer Care Support Specialist

Position Overview

We are seeking a highly organized, detail-oriented, and customer-focused Customer Care Support Specialist to join a fast-paced, team-oriented environment. This individual will provide essential administrative and customer service support to a team of Customer Care Representatives, helping coordinate relocation services, communicate shipment updates, resolve customer concerns, and ensure a positive customer experience throughout the moving process.

The ideal candidate is an excellent communicator who thrives in a busy environment, can manage multiple priorities, and enjoys working collaboratively to deliver exceptional service.

Key Responsibilities

Customer Service & Communication

• Assist Customer Care Representatives with outbound calls related to packing, loading, and delivery schedules.
• Communicate with local service providers to obtain updates on crew arrival times and shipment status.
• Provide customers with accurate delivery expectations and explain transportation timelines and processes.
• Respond to inbound customer inquiries, providing assistance or directing calls to the appropriate team members.
• Identify customer concerns and escalate issues to the appropriate Customer Care Representative when necessary.
• Conduct post-delivery follow-up calls and provide information regarding claims procedures when applicable.
• Maintain a professional, helpful, and solutions-oriented approach when handling customer concerns.

Administrative & Operational Support

• Coordinate and monitor outbound call assignments to ensure timely customer communication.
• Document customer interactions, concerns, and service updates accurately in internal systems.
• Communicate scheduling changes to appropriate departments and team members.
• Coordinate customer requests for additional services, including post-move debris removal.
• Assist Customer Care Representatives with customer follow-up activities and shipment tracking.
• Review customer service priorities and update internal records accordingly.
• Support customer satisfaction survey outreach and follow-up efforts.
• Assist with general reception and administrative responsibilities as needed.

Quality Assurance & Team Collaboration

• Provide feedback regarding service provider performance to support quality assurance initiatives.
• Assist with customer satisfaction initiatives and departmental performance goals.
• Collaborate with Customer Care Representatives and other departments to resolve service issues efficiently.
• Participate in weekly team meetings and contribute to process improvements.
• Provide additional support on special projects and other assigned responsibilities.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous experience in customer service, administrative support, call center operations, or a related field preferred.
• Strong verbal and written communication skills.
• Professional and friendly telephone demeanor.
• Excellent organizational skills with the ability to multitask and prioritize competing responsibilities.
• Ability to work effectively in a fast-paced, deadline-driven environment.
• Strong problem-solving skills and the ability to remain calm and professional when handling challenging customer situations.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Comfortable learning new software applications and navigating multiple computer systems.
• Strong attention to detail and accurate documentation skills.
• Adaptable, dependable, and willing to take on additional responsibilities as needed.
• Positive, team-oriented attitude with a commitment to providing excellent customer service.

Ideal Candidate

The successful candidate will be someone who enjoys helping others, communicates confidently over the phone, and can efficiently manage multiple tasks without sacrificing accuracy or customer service. A proactive mindset, strong follow-through, and the ability to work collaboratively with a supportive team will be essential for success in this role.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.