Customer Care Advocate

Jacksonville, Florida

The Role

Customer Care Advocate initiates, coordinates, and responds to all customer service-related matters for each move to achieve a customer satisfaction survey result above the industry mean.

What You’ll Do
 

• Oversee the customer service aspect of each military move.  Assist each military member throughout their move in the coordination of dates, agents servicing the move, problem solving, arranging for necessary services, and providing updates.
• Educate the member about the move and our desired outcome of a good customer satisfaction survey result.
• Perform a pre-call to each member within 24 hours of the shipment being booked.  This call will review our contact information, the coordinators’ role, the member’s contact and address information, the pack/ load and RDD dates, the agents servicing the move and any special concerns or questions the member has.  Record all notes in Utopia related to the call.  Update the Task List after the task has been completed.  Send an Introduction email to the member within 24 hours of the shipment being booked detailing the information about their move, the role of the Customer Care Advocate and inform them of the Customer Satisfaction Survey that will be sent at the end of the move.
• Provide updated information to the origin agent and/or hauling agent as needed.
• Perform a pack-call to each member confirming that the crew had arrived to start the move and resolve any problems that the member may be having.  Record notes and update the task list.
• Perform a load-call to each member confirming the crew has arrived and resolve any problems that the member may be having.  Record notes and update the task list.
• Provide contact with the member pertaining to any ETA updates that are available.
• Perform a timely Post-Delivery Call to the member to discuss any questions and comments that the member has regarding the move.  Work with the member on an applicable quick claim or customer service gesture.  Provide the member with the general claims information. 
• Analyze the overall move and determine the priority level (CSS Rank) of follow up needed for the Customer Satisfaction Survey. 
• Contribute to obtaining Customer Satisfaction Survey scores as they pertain to set goals.
• Evaluate and analyze returned Customer Satisfaction Surveys for patterns and trends in service.
• Initiate inconvenience claims with members that have a shipment that will be delivered past the RDD.
• Escalate shipment problems to the corresponding base as necessary.
• Escalate phone calls to appropriate management as necessary.
• Respond to all agency and base inquires immediately.
• Aid and backup to the Clearing Coordinator by contacting members to obtain the delivery address if not received prior to direct delivery.
• Provide training to new employees and basic cross training for new employees in other areas of the company.  
• Contribute to critical thinking as it relates to system improvements, team projects and goals. 
• Attend and participate in weekly team meetings.
• Provide backup assistance to the CS inbound phone lines as needed.
• Other projects and duties as necessary.

What You’ll Need
 

• Bachelor's degree OR equivalent combination of education and experience
• 1+ years’ experience in a customer service, sales or office environment
• Ability to multi-task and prioritize workload.
• Ability to work in a fast paced and challenging environment.
• Ability to handle difficult customers and situations and be able to solve problems.
• Pleasant and professional phone voice.
• Professional written and verbal communication skills.
• Knowledge of all Microsoft Office Programs.
• Ability to learn all internal computer programs.
• Willingness to take on additional projects/workload and maintain good synergy within the team environment.
• Ability to adapt and learn in a changing environment.

Who We Are

Shape a bright future with us.  Join us in supporting our military members during one of the most stressful times in anyone’s life - moving your household goods.  TMM was founded in 2003 to enable Department of Defense, through a network of affiliated, trusted, qualified transportation companies, to better serve our military members.  We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. 

Why You’ll Love Working Here

TMM is recognized as a Jacksonville Best Places to work … for the eleventh year in a row! We’ve always known it, now the rest of Jacksonville does too. From purposeful work that makes an impact on service members to a company culture that empowers team members to give back to their community – TMM has a lot to be proud of!

In addition, TMM offers an excellent benefit package which includes:

Full-Time Benefits:

• Competitive pay packages and bonuses
• Comprehensive medical, dental and vision
• Company provided $50,000 life insurance benefits and AD&D benefits
• Generous PTO and holidays
• 401(k) and education on retirement planning
• Tuition reimbursement up to $2,000 on approved programs
• Great health & well-being benefits including telehealth parental support, wellness events
• Some positions have remote work capability

Part-Time Benefits

• Generous PTO and holidays
• Some positions have remote work capability

TMM provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.