Contact Center Customer Care Supervisor

Title

Contact Center Customer Care Supervisor

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

HomeSafe Alliance is seeking a highly skilled and motivated Customer Care Supervisor to provide support to the Customer Service Team. The Customer Care Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. You will support Customer Care staff as they are initiating, coordinating, and responding to all customer service-related matters for each move with a goal of providing exceptional quality and service. This position will require understanding of requirements including Department of Defense regulations, service member entitlements, shipment documentation.

This individual works closely with Customer Care team members, Transportation Service Providers and Transportation Offices to proactively manage the relocation process.

Position Description

As a Customer Care Supervisor , you will act as the primary point of contact for Customer Care staff and oversee the shipment activities in their workload from assignment to delivery. You will work on the front lines to build out an exceptional customer service function and ensure an exceptional experience throughout the customer's lifecycle. Acting as our internal “voice of the customer.”

• Resolves routine and ad-hoc, more complex problems and communicates solutions or requested information to the customer.
• Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
• May lead and train other customer service specialists or support staff.
• Leads by example, and act as subject matter expert, serve as a point of escalation for complex calls, “help- desk" providing real-time answers, and peer-to-peer feedback.
• May perform other related duties and responsibilities as assigned and/or required
• Attend and participate in all team meetings.
• Continually maintain a working knowledge of all services and requirements for processing customer orders.
• Ensure staff utilizes the service excellence model to deepen connections, and better understand others’ needs by asking effective questions and building relationships.
• May act as designated representative for designated accounts.
• Daily monitoring of inbound calls/chat/email from customers via dashboards.
• Tracks progress, monitors team members' tasks, attendance and ensures deadlines are met.

Qualifications And Skills Requirements

• Excellent written & verbal communication skills, patience, and empathy.
• Experience with military or relocation move experience preferred.
• Ability to manage difficult customers and situations and be able to solve problems
• Preferred experience working in a multi-channel contact center environment remotely.
• 3+ years minimum supervisory/leadership experience in a call/contact center environment.
• Manage multiple priorities, with the ability to work in a fast-paced environment.
• Experience coaching/mentoring team.
• Undergraduate degree or equivalent experience in lieu of degree.
• Ability to manage difficult customers and situations and be able to solve problems.
• Able to learn modern technologies quickly and adapt to change.
• Ability to navigate multiple systems, applications, and utilize search tools to find information.
• Strong and effective organizational, multi-tasking, and prioritizing skills.

Additional Preferred Qualifications

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

Note : This position is fully remote / work from home. HomeSafe will supply appropriate need equipment. Employee provided high speed internet is required.

Benefits

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

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

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