Customer Service Representative - Client Management, Claims and Resolutions

Descripción de la oferta

Wage: $1,100 to $1,300 USD monthly.

Burly Boyz Moving and Storage is an industry leading Moving and Storage Company specializing in local moves in Edmonton and long distance moves anywhere in Canada. We also offer both short- and long-term storage solutions. We support an employee-first culture and adhere to our 5 Core Values which allows us to achieve our mission of being the greatest moving and storage company in Canada by delivering an unforgettable customer experience from beginning to end.

The Customer Service Representative plays a critical and integral role in delivering a top-notch customer experience. This is a key support role that focuses primarily on customer reviews/complaints, damage claims, and various other customer service and administrative duties. A communication specialist, this individual strikes a solid balance between customer satisfaction and company interests by displaying an emphasis on fair, fact-based resolutions and claim procedures while being reassuring, kind and nurturing of the customer. This role reports to the Customer Experience Manager.

Key Responsibilities:

- Connect with clients and ensure preparedness for moving by set timeline.
- Assess inventory through video feed and adjust estimates as required.
- Process CPP insurance sign-off and payments before the moving team arrives at the final destination. This includes educating the customer on coverage and exclusions.
- Capturing relevant information concerning each move on the scripts on Jobber.
- Work with the moving team and ensure proactive communication with clients on arrival of the moving team at the pickup location.
- Provide feedback to clients on any concerns or delays with delivery of moved items.
- Verify client satisfaction with service rendered after the moving team has delivered and closed the job.
- Handle damage, missing item, and customer service complaints, and escalate as required to the customer experience manager.
- Log all above stated complaints on Freshdesk.
- Assess claims, investigate, and proffer recommendations. Determine cover signed up for and payments made.
- Respond to all customer conversation complaints within 24 hours.
- Liaise with key team members to achieve business goals.

Required Competencies

1. Communication Skills
- Verbal & Written Communication: Ability to clearly explain moving procedures, service details, and resolution steps to customers.
- Active Listening: Ability to understand customer needs, concerns, and preferences.
- Empathy: Ability to demonstrate genuine care and understanding during stressful or challenging situations.

2. Problem-Solving and Critical Thinking
- Quick Decision-Making: Resolve issues such as delays, damage, or miscommunication efficiently.
- Conflict Resolution: Manage and de-escalate disputes between customers and service teams.
- Adaptability: Adjust solutions in real time as challenges arise during moves .

3. Industry Knowledge
- Moving Procedures & Regulations: Understand standard practices, safety protocols, and industry-specific regulations.
- Logistics & Supply Chain Awareness: Familiarity with tracking systems, scheduling, and route optimization to provide accurate information to customers.
- Service Options: Knowledge of various service packages, insurance policies, and cargo protection options.
- Familiarity with Canadian geographical landscape will be an asset

4. Organizational and Multitasking Abilities
- Attention to Detail: Maintain accurate documentation, track customer inventories, and manage scheduling.
- Time Management: Prioritize tasks and handle multiple customer inquiries simultaneously.
- Documentation Skills: Ensure all processes, from inventory checklists to incident reports, are thoroughly recorded.

5. Technical Proficiency
- CRM and Tracking Systems: Proficiency in using customer relationship management tools and logistics software.
- Digital Literacy: Ability to navigate online communication tools, digital forms, and automated customer support systems.

6. Customer-Centric Mindset
- Service Orientation: Focus on delivering high-quality service and ensuring customer satisfaction.
- Patience and Resilience: Remain calm and professional, even during high- pressure situations.
- Feedback Responsiveness: Use customer feedback to continuously improve service processes.

7. Interpersonal and Team Collaboration
- Teamwork: Coordinate effectively with moving crews, logistics coordinators, and sales representatives.
- Cultural Sensitivity: Adapt communication styles to cater to a diverse customer base.
- Conflict Resolution: Work collaboratively to resolve issues, ensuring a smooth customer experience.

Requerimientos

• Educación mínima: Universitario
• 3 años de experiencia
• Idiomas: Inglés

Palabras clave: servicio, service, demostrador, feriante, viajante, agent, representative, agente, representante

Hace 5 horas (actualizada)

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Burly Boyz Moving and Storage is an industry leading Moving and Storage Company specializing in local moves in Edmonton and long distance moves anywhere in Canada. We also offer both short- and long-term storage solutions. We support an employee-first culture and adhere to our 5 Core Values which allows us to achieve our mission of being the greatest moving and storage company in Canada by delivering an unforgettable customer experience from beginning to end.