Customer Service Representative Temp (US, Virtual)

Sirva is a leading global relocation management and moving services company, and they are seeking a Customer Service Representative Temp. The role involves responding to customer inquiries and resolving disputes related to service, ensuring timely updates and equitable settlements during the moving process.

Responsibilities:

• 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
• Review all shipping documents, tariff charges, invoices and negotiate with affected parties if a price adjustment is warranted
• Accurately interpret the Customer Service and Ops. 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
• Resolve and provide timely and thorough handling of customer calls regarding service dates, disputed charges or driver/agent performance
• Resolve and provide prompt and accurate response to customer correspondence
• Provide timely and accurate response to customer calls relating to inquiries about ETAs, price and payment
• 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
• Document conversations with the customer and all other internal/external conversations that occur during the handling of the inquiry or complaint
• Other duties as assigned

Requirements:

• 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
• Must be detail oriented and manage time well
• High School Degree or Equivalent
• Prefer Word and Excel experience