Customer Support Clerk

Jacksonville, Florida

The Role

Customer Support Clerk helps ensure a smooth relocation experience for our members by supporting the Customer Care Advocates (CCAs) with calls, scheduling updates, and service coordination. This role involves conducting pre-move and delivery calls, communicating with local agents, assisting with claims and debris removal requests, and accurately documenting all interactions. The ideal candidate is organized, detail-oriented, and dedicated to providing exceptional customer service in a fast-paced environment. 

What You’ll Do
 

• Aid with outbound Pack, Load, and Delivery calls on behalf of the Customer Care Advocates (CCA).
• Perform a pre-call to each member within 24 hours of the shipment booking. This call will review our contact information, the coordinators’ role, the members’ contact and address information, the dates that the move is scheduled, the agents servicing the move and any special concerns or questions the member has. Record all notes in Utopia related to the call. Update the Task List after the task is complete.
• Distribute and monitor Pack, Load, and Delivery call workload for the team interns.
• Communicate with local agents to provide updates to members for crew arrival time if requested, along with date changes.
• Be prepared to set member expectations for delivery timeframe and explain transit process.
• Identify and elevate customer issues to the Customer Care Advocate as needed.
• Take detailed notes involving the customers’ experience and notate their issues in our internal systems.
• Process Pack or Load date changes.
• Follow up with members after their delivery and provide claims instructions as needed. Enter debris removal requests, begin traces, property damage notifications along with essential claims should the member provide the necessary information during the delivery call.
• Forward debris removal requests to Destination Services.
• Provide feedback on agency performance for Quality Assurance purposes.
• Review and assess CSS Priority Level and notate in Utopia during live Delivery Call.
• Identify and elevate customer issues to the CCA as needed.
• Help with CSS score chasing to rank and connect shipments.
• Contribute to obtaining Customer Satisfaction Survey scores as they pertain to setting goals.
• Answer or redirect inbound inquiries from members.
• Assist CCAs with member calls, as needed.
• Assist with CS Reps inbox, delegating tasks to CCAs in a timely manner or perspective tasks to the OB group.
• Attend and participate in weekly team meetings.
• Provide back-up on reception tasks as needed.
• Other projects and duties, as necessary.

What You’ll Need
 

• High school diploma with related customer service or office experience.
• Ability to multi-task and prioritize workload.
• Ability to work in a fast paced and challenging environment.
• Ability to manage difficult customers and situations and be able to solve problems.
• Pleasant and professional phone voice.
• Professional written and verbal communication skills.
• Knowledge of all Microsoft Office Programs.
• Ability to learn all internal computer programs.
• Willingness to take on additional projects/workload and maintain good synergy within the team environment.
• Ability to adapt and learn in a changing environment.

Who We Are

Shape a bright future with us.  Join us in supporting our military members during one of the most stressful times in anyone’s life - moving your household goods.  TMM was founded in 2003 to enable Department of Defense, through a network of affiliated, trusted, qualified transportation companies, to better serve our military members.  We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. 

Why You’ll Love Working Here

TMM is recognized as a Jacksonville Best Places to work … for eleven year in a row! We’ve always known it, now the rest of Jacksonville does too. From purposeful work that makes an impact on service members to a company culture that empowers team members to give back to their community – TMM has a lot to be proud of!

In addition, TMM offers an excellent benefit package which includes:

Full-Time Benefits:

• Competitive pay packages and bonuses
• Comprehensive medical, dental and vision
• Company provided $50,000 life insurance benefits and AD&D benefits
• Generous PTO and holidays
• 401(k) and education on retirement planning
• Tuition reimbursement up to $2,000 on approved programs
• Great health & well-being benefits including telehealth parental support, wellness events

TMM provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.