Contact Center Customer Care Specialist (Sca)

Title

Contact Center Customer Care Specialist (SCA)

HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S (United States) Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

HomeSafe Alliance is seeking Customer Care Specialist’s to support the Customer Care contact center by providing immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns. The goal is to be readily available and responsive to meet customer needs with exceptional quality and service.

This is an SCA position .

Position Description

As a Customer Care Specialist, you will be responsible for all shipment activities in your workload from assignment through delivery.

• Complete outbound communications to customers and business partners.
• Assisting and troubleshooting with customers on how to use the HomeSafe Connect Application.
• Counseling customers on their entitlements for their move.
• Readily resolve all customer, agent or military base inquiries and concerns.
• Be the “first face” of HomeSafe via inbound calls/chat/email from customers, internal colleagues, and external partners.
• Identify and resolve issues utilizing critical thinking skills and sound judgment.
• Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
• Utilize various systems and tools to initiate and assist in responding to customer requests.
• Continually maintain a working knowledge of all services and requirements for processing customer orders.
• May function as designated representative for move accounts.
• May perform other related duties and responsibilities as assigned and/or required
• Utilize strong time management, organization skills and prioritization in a fast-paced environment.
• Provide the customer with accurate details of the status of their move at designated points.
• Attend and participate in all team meetings.
• Ensures first call resolution through problem solving and effective call/email/chat handling.

Qualifications And Skills Requirements

• Ability to manage difficult customers and situations and be able to solve problems.
• Ability to learn modern technologies quickly and adapt to change.
• High School diploma or GED or equivalent combination of education and experience.
• 1+ year customer service experience, with military move experience preferred.
• Manage multiple priorities, with the ability to work in a fast-paced environment.
• Preferred experience working in a contact center environment, on-site or remotely.
• Excellent written & verbal communication skills, patience, and empathy.
• Proficient with basic computer skills.

Additional Preferred Qualifications

• Prior military move management experience.
• Schedule flexibility: Customer Care will operate 24 hours per day x 365 days per year; nights, weekends and holidays required.
• Bilingual

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment needed for role, employee provided high speed internet is required.

Benefits

• Family Support: Bright Horizons, child and elder care services
• 401(k)
• Disability, Life and AD&D insurance
• Travel Accident & Medical
• Health and Wellness Programs
• TRICARE Supplement Plan
• Employee Support program
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Voluntary Benefit Plans
• Teladoc Medical Experts, second opinion program
• Medical, Dental and Vision Insurance.
• And more!

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits

• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Medical, Dental and Vision Insurance.
• Health and Wellness Programs
• TRICARE Supplement Plan
• Voluntary Benefit Plans
• And more!
• Travel Accident & Medical
• Employee Support program
• Family Support: Bright Horizons, child and elder care services
• Disability, Life and AD&D insurance
• Teladoc Medical Experts, second opinion program
• 401(k)