Contact Center Customer Care Specialist (SCA)

at HomeSafe Alliance in Springfield, Illinois, United States

Job Description

Title:

Contact Center Customer Care Specialist (SCA)

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

About the Role

HomeSafe Alliance is seeking Customer Care Specialist’s to support the Customer Care contact 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.

Responsibilities:

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.

Minimum Qualification and Skills Requirements :

+ High School Diploma, GED or equivalent education experience is required .

+ 1+ year customer service experience, with military move experience preferred.

+ Must be a U.S. citizen due to contractual requirements.

Demonstrated experience:

+ Experience working in a multi-channel (voice, chat, email, and text) contact center.

+ 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.

Preferred Education and Experience :

+ 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, employee provided high speed internet is required.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

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.

HomeSafe? – Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coor