Customer Experience Representative - National Account Level III

Required Industry Experience:
This role requires a minimum of 5 years of direct experience in the household goods, relocation, moving, or mobility industry. Candidates without relocation industry experience will not be considered.

Position Summary: The Ace Relocation Systems, Customer Experience Representative will interact with customers, inside staff, drivers, and other branches, to provide information proactively and in response to inquiries about services and to handle and resolve complaints.

Essential Duties and Functions: To perform this job successfully, the individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and/or abilities required.

• Confer with customers, drivers and other agents by telephone or by email in order to provide information about products and services, to take orders or cancel orders, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Set surveys and scan results, transmit/scan documents and authorizations, update dispatch screen with pack counts, revise estimates and work Move TRAC report daily.

Other Duties and Responsibilities:  This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive.

• Update client portals when requested.
• Assist in onboarding of new employees.
• Mentors and trains junior staff. 
• Proactively identifies process improvements and implements as solutions. 
• Leads complex or high impact customer interactions and escalations. 
• May lead small project teams. 
• Partners cross functionally to improve customer journey and operational performance.
• Other duties as assigned.

Technology Skills:

• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and outlook.
• Competent with Microsoft Teams.

Minimum Qualifications (Knowledge, Skills, and Abilities): The following are required to enable job holders to perform the essential functions of the job. 

• High School Diploma or General Education Degree (GED)
• 5+ years of relevant work experience
• 5+ years in the relocation industry

Work Environment and Physical Requirements: Physical demands listed below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Assures that safety regulations are followed at all times 
• Follows policies and procedures including infection control, universal pre-cautions and exposure control plans when performing daily tasks
• Reports hazardous conditions, accidents, and incidents to the immediate supervisor
• Must be able to lift at least 15 lbs
• Requires standing, walking, bending, kneeling, stooping, and crouching
• Exposure to heat, cold, dust, noise, or chemicals
• The position may require overtime or shift work during peak 
• The position has specific requirements with respect to vision, hearing, and speaking as in an office setting