Customer Care Advocate

Are you a proactive problem-solver with a passion for supporting those who serve? Our client is seeking a dedicated Customer Care Advocate to champion the relocation journeys of our military service members.

In this vital role, you will act as the primary touchpoint for military members during their moves. From the moment a shipment is booked to final delivery, you will guide them through scheduling, coordinate with agents, and swiftly resolve any challenges that arise. Your ultimate mission is to deliver peace of mind and achieve a stellar individual Customer Satisfaction Survey score of 94% or higher.

salary: $20 - $21 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

• 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. 
• Send member’s responsibilities email after pre-call is completed.
• Request updated contact information with Origin PPSO if unable to reach member.
• Submit date change requests with the origin agent.  Update Utopia and send the updated booking confirmation to the origin agent, hauling agent, and Operations.
• Provide assistance to the Origin & Destination Services teams by requesting/sending preapprovals and gathering any necessary information requested.

Skills

• Customer Service

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.