Customer Support Specialist

Customer Support Specialist

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

We are seeking a highly motivated and customer-focused Customer Support Specialist to join our dynamic team. This role is responsible for delivering exceptional service to our customers through inbound and outbound calls, emails and chat interactions. The ideal candidate thrives in a high volume, fast-paced, metric-driven environment and is passionate about resolving customer inquiries efficiently and professionally.

Essential Duties & Responsibilities:

• Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat).
• Resolve customer inquiries with professionalism, empathy and efficiency, ensuring first-contact resolution whenever possible.
• Maintain accurate records of customer interactions and transactions using CRM systems.
• Meet or exceed performance metrics including call quality, response time, handle time and customer satisfaction.
• Collaborate with team members and leadership to identify process improvements and enhance the customer experience.
• Coordinate offsite services with local agencies in various markets as needed.
• Stay up to date on policies and procedures.

Job Skills Required:

• A minimum of 2 years experience in a high-volume contact center within a metric-driven organization.
• Military and/or transportation industries experience preferred.
• Strong communication skills, both verbal and written.
• Exceptional ability to identify, analyze, and creatively solve problems
• Proven ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using contact center software, CRM systems and Microsoft Office Suite.

Education & Experience:

• High School diploma required; 2 years plus experience in relocation or closely related customer service industry required; highly customer service oriented; and/or equivalent combination of education and experience.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations:

• To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, including MS Word, MS Excel and MS Outlook. The ability to learn and effectively use software applications such as Movers Suite and VMS and other applications used in the performance of job duties.

Planning/Organization:

• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Working Conditions:

• Cubicle working environment
• Noise level in the work environment is usually moderate

Physical/Environmental Demands:

• Activity: Stand - Under 1/3 Time
• Walk - Under 1/3 Time
• Sit – Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time
• Reach with hands and arms – 1/3 to 2/3 Time
• Climb or balance – None
• Stoop, kneel, crouch or crawl – Under 1/3 Time
• Talk or hear – over 1/3 to 2/3 time
• Taste or smell – None
• Other - None

Physical Activity Level:

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

• Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.