The Suddath Companies · 14 hours ago
Senior Customer Support Center Specialist
Jacksonville,Florida: United States of America
Full-time
Onsite
Mid, Senior Level
2+ years expThe 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 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.
ConsultingLogisticsTransportation
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
Qualification
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
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
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
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
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
Benefits
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
Company
The Suddath Companies
Suddath is a global transportation, logistics and relocation management company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Brannigan
President & CEO
Kevin Gannon
Chief Financial Officer & EVP
Recent News
2025-05-05
2024-04-09
Company data provided by crunchbase