Customer Experience Representative - National Account

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

• Confer with customers, drivers and other agents by telephone or by email to provide information about products and services, take orders or cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• 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 as assigned.

Technology Skills

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

Minimum Qualifications

• A High School Diploma or General Education Degree (GED).
• 2-4 years of relevant work experience.

Work Environment and Physical Requirements

• Physical demands: Must be able to lift at least 15 lbs. Requires standing, walking, bending, kneeling, stooping, and crouching.
• Exposure: Exposure to heat, cold, dust, noise, or chemicals.
• Overtime or shift work: May require during peak.
• Specific requirements: Vision, hearing, and speaking as in an office setting.