Senior Customer Service Representative (Virtual, US)

Role Overview

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 when an impasse exists. Review all shipping documents, tariff charges, invoices and negotiate with affected parties if a price adjustment is warranted. Accurately interpret the Customer Service and Operations 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.

What You'll Be Doing

60%

* Resolve and provide timely and thorough handling of customer calls regarding service dates, disputed charges or driver/agent performance.

15%

* Resolve and provide prompt and accurate response to customer correspondence.

10%

* Provide timely and accurate response to customer calls relating to inquiries about ETAs, price and payment.

10%

* 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.

5%

* Document conversations with the customer and all other internal/external conversations that occur during the handling of the inquiry or complaint.

• Qualifications
  * 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.
  * Prefer Word and Excel experience.
  * Must be detail oriented and manage time well.
  * AS or BS degree preferred

* Position Title: Senior Customer Service Representative
* Salary Range: $33,000-$43,000 USD
* 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. Benefits are based on employment status and may not be available for temporary or part-time employees

Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.

For positions available outside the United States, salaries will take into account local currency and market conditions, which may differ from the USD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

* Artificial Intelligence Usage: Artificial intelligence tools may be used to assist with administrative tasks such as notetaking and advanced candidate searches during the recruitment process. All screening, assessment, and hiring decisions are made by human recruiters and hiring managers.

* Vacancy Status: This posting reflects an existing vacancy within our organization.

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, and Sirva Mortgage) provide everything needed to move talent and deliver experience.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSirva@Sirva.com and let us know the nature of your request and your contact information.