Customer Support Receptionist

Jacksonville, Florida

The Role

Customer Support Receptionist 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

• Assist with inbound TMM phone line and route calls accordingly.
• Be the “first face” of TMM by answering inbound phone calls and interacting with onsite visitors with polite professionalism.
• Manage the presentation & organization of the front desk, lobby, and conference room.
• Request pre-move survey information from origin agent if not received within one week of load date.
• Manage the Preapprovals dashboard by sending all approvals/denials to the corresponding agent. 
• Manage the Pending Preapproval report in EasyDPS and provide any necessary follow up with the applicable bases responsible for reviewing the pre-approvals.
• Request and send the GBL to the origin agent 5 days prior to the shipment loading.  
• Manage the Customer Support Inbox, sort and associate incoming emails to the appropriate Customer Care Advocate, Dept, or subfolder.
• Monitor the GBL Corrections dashboard and update GBL correction notices in Utopia and forward to the associated OA/HA.
• Manage the EasyDPS PPSO & Member alerts and send them to the associated CCA/agent as necessary.
• Manage the SIT @ Origin report for shipments that are in Pending status of Utopia by contacting the origin base to cancel/terminate shipment in DPS. 
• Verify with the OS team the Outside Hauler Audit and Unigroup Audit .
• Manage claim traces from CCA’s to all agencies involved in the move and following up with Operations as needed.  Maintain follow up using the Claim Trace Dashboard
• Submitting preapprovals for direct delivery shipments and notating if third party was used corresponding to origin.
• Submitting origin mini-stg and extra pick-up preapprovals at origin.
• Submitting CCA Mast Blast notifications for CCA’s in Utopia.
• Assist Destination Services by managing the Long Delivery out of SIT report and submit corresponding preapprovals as needed.
• Submitting bulky preapprovals on shipments without pre-move surveys.
• Managing the weekly Reweigh Review report.
• Managing outstanding Atlas pre-move survey requests.
• Provide assistance to the incoming calls on the main TMM Phone Queue.
• Respond to and solve all agent or base inquiries and problems immediately.
• Escalate phone calls to appropriate management as necessary.
• Organize and send out CSS follow up letters to members.
• Assist DA Services with setting up Debris Removals with the DA.
• Attend and participate in all team meetings.
• Other projects and duties as necessary.

What You’ll Need
High School diploma or GED OR equivalent combination of education and experience

• 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

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.