Customer Experience Consultant

Jacksonville, Florida

The Role

Customer Experience Consultant is responsible for conducting post-service outreach, gathering customer feedback, identifying concerns and partnering with operational teams to improve the overall customer experience. 

What You’ll Do

•  Customer OutrCustomer OutrCustomer Outreach & Engagement
  • Conduct outbound calls and emails following key milestnes.
  • Assess customer satisfaction and overall move experience through established procedures.
  • Educate customers on available resources and provide opportunities for feedback.
• Customer Experience & Service Recovery
  • Evaluate customer feedback to determine the service recovery needed.
  • Identify service concerns, complaints, or quality issues and escalate them to appropriate teams for resolution.
  • Partner with teams to ensure concerns are addressed promptly and effectively.
  • Follow up with customers regarding concerns, recovery efforts, and resolution outcomes.
• Survey & Performance Management
  • Conduct outreach calls
  • Analyze customer feedback, performance indicators and service outcomes to prioritize outreach efforts
  • Utilize customer experience reporting, survey data, and performance metrics to identify opportunities
  • Review survey results, customer feedback, and service performance data to identify trends, recurring service concerns, and opportunities for operational improvement.
  • Maintain accurate documentation of outreach activities
  • Provide contact with the member pertaining to any ETA updates that are available.
• Contribute to critical thinking as it relates to system improvements, team projects and goals.
• Attend and participate in weekly team meetings.
• Other projects and duties, as necessary. 

What You’ll Need

• Bachelor's degree OR equivalent combination of education and experience
• 2+ years’ experience in a customer service, sales or office environment
• Experience in military household goods (HHG) relocations, customer satisfaction programs, quality assurance or customer initiatives preferred.
• Ability to multi-task and prioritize workload.
• Ability to work in a fast paced and challenging environment.
• Ability to handle difficult customers and situations and be able to solve problems.
• Pleasant and professional phone voice.
• Professional written and verbal communication skills.
• Proficiency with CRM systems, customer management platforms, Microsoft Office applications and reporting tools.
• 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 years 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 package
• 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

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.