Supervisor Customer Service
SIRVA Worldwide, Inc. - Fort Wayne, IN

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Are you ready to be a part of one of the largest trucking companies in the US. With over $1.7B in revenue in 2010, SIRVA is the 13 th largest For-Hire Carrier in the United States where you can use your passion for customer service while being challenged, inspired and pushed to constantly be your best? If so, SIRVA Inc. has an amazing opportunity for you!

SIRVA, Inc. is a leading worldwide provider of relocation and moving solutions. We conduct more than 300,000 relocations every year, transferring corporate and government employees and moving individual consumers. With more than 2,300 employees and an extensive network of agents and other service providers, SIRVA operates in more than 150 countries. SIRVA’s brands include Allied, Allied International, Allied Pickfords, Allied Special Products, DJK Residential, Global, northAmerican, northAmerican International, SIRVA Mortgage, SIRVA Relocation and SIRVA Settlement.

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!

The Supervisor of Customer Service is responsible for ensuring that Customer Service reps provide equitable and timely resolutions of customer inquiries and complaints. That the investigation process includes all parties that have a financial impact in the decision. Ensure that reps provide a timely response to all calls, by instituting work schedules that match the department service hours and work volume. Handle customer escalation calls that cannot be handled by the Customer Service representative. Ensure that reps, through weekly meetings and on-going training sessions, have an extensive working knowledge of the rules and regulations that dictate the industry; policies and procedures applicable to the internal business requirements; access and working knowledge of the systems that provide shipment data; interpersonal skills that have a positive influence on customer satisfaction. Recommend and help design growth opportunities for the carrier advancement of the reps.

Specifically, the Supervisor Customer Service will:
Ensure timely and equitable resolution to customer disputes within the confines of established guidelines and policies. Handle escalation disputes as necessary and ensure necessary communication to service providers and management. Handle necessary assignments provided by Manager of Customer Service.

Approve the reps requests for delay compensation and billing adjustment for customers. Analyze production reports and personally review the rep's work performance to provide additional training for areas that need improvement. Determine reps quality work performance level for recognition, rewards and input to yearly performance review.

Maintain ongoing communication/training to ensure that reps are aware of current company requirements, regulations and compliance issues.

Schedule reps by work experience and skill sets to effectively meet the departments hours of service with maximum impact on customer satisfaction and minimum abandoned calls.

The accomplished individual will possess:
Associates degree or equivalent industry work experience required, Bachelors Degree preferred.

Excellent verbal and written communication skills. Excellent interpersonal and negotiation skills.

Excellent leadership skills in all facets of group dynamics and team cohesiveness.

Financial or analytical background with a strong understanding of business Consumer Protection regulations and federal transportation regulations

Requires a minimum of three years customer service experience and experience in Moving Services Operations and Revenue accounting is helpful.

Required Skills

Required Experience