Customer Service Representative Client Management, Claims and Resolutions

WAGE: $1,000-$1,200 USD per Month.

KEY RESPONSIBILITIES

- Connect with client and ensure preparedness for move by set timeline.
- Assess inventory through video feed and adjust estimates as required.
- Process CPP insurance sign-off and payments before moving team arrives
at final destination. This includes educating the customer on coverage and
exclusions.
- Capturing relevant information concerning each move on the scripts on
Jobber.
- Work with moving team and ensure proactive communication with client on
arrival of moving team at pickup location.
- Provide feedback to client on any concerns or delays with delivery of moved
items.
- Verify client satisfaction with service rendered after moving team has
delivered and closed the job.
?Handle damage, missing item, and customer service complaints, and
escalate as required to the customer experience manager.
- Log all above stated complaints on Freshdesk.
- Assess claims, investigate, and proffer recommendations. Determine cover
signed up for and payments made.
- Respond to all customer conversation complaints within 24 hours.
- Liaise with key team members to achieve business goals.

REQUIRED COMPETENCIES

1. Communication Skills
- Verbal & Written Communication: Ability to clearly explain moving
procedures, service details, and resolution steps to customers.
- Active Listening: Ability to understand customer needs, concerns, and
preferences.
- Empathy: Ability to demonstrate genuine care and understanding during
stressful or challenging situations.

2. Problem-Solving and Critical Thinking
- Quick Decision-Making: Resolve issues such as delays, damage, or
miscommunication efficiently.
- Conflict Resolution: Manage and de-escalate disputes between customers
and service teams.
- Adaptability: Adjust solutions in real time as challenges arise during moves
.
3. Industry Knowledge
- Moving Procedures & Regulations: Understand standard practices, safety
protocols, and industry-specific regulations.
- Logistics & Supply Chain Awareness: Familiarity with tracking systems,
scheduling, and route optimization to provide accurate information to
customers.
- Service Options: Knowledge of various service packages, insurance policies,
and cargo protection options.
- Familiarity with Canadian geographical landscape will be an asset

4. Organizational and Multitasking Abilities
- Attention to Detail: Maintain accurate documentation, track customer
inventories, and manage scheduling.
- Time Management: Prioritize tasks and handle multiple customer inquiries
simultaneously.
- Documentation Skills: Ensure all processes, from inventory checklists to
incident reports, are thoroughly recorded.

5. Technical Proficiency
- CRM and Tracking Systems: Proficiency in using customer relationship
management tools and logistics software.
- Digital Literacy: Ability to navigate online communication tools, digital forms,
and automated customer support systems.

6. Customer-Centric Mindset
- Service Orientation: Focus on delivering high-quality service and ensuring
customer satisfaction.
- Patience and Resilience: Remain calm and professional, even during high- pressure situations.
- Feedback Responsiveness: Use customer feedback to continuously improve
service processes.

7. Interpersonal and Team Collaboration
- Teamwork: Coordinate effectively with moving crews, logistics coordinators,
and sales representatives.
- Cultural Sensitivity: Adapt communication styles to cater to a diverse
customer base.
- Conflict Resolution: Work collaboratively to resolve issues, ensuring a
smooth customer experience.