客户服务航运中心索赔代表-远程
Customer Service Ship Center Claims Representative-Remote
我们的客户服务团队通过自信、专业知识和对提供卓越客户体验的坚定承诺来支持公司。我们热衷于了解客户需求，找到适合他们业务的解决方案，并在每一步都给予支持。作为团队的重要成员，您将在创造无缝客户体验方面发挥关键作用，同时高效且专业地解决问题。
Ship Center索赔代表负责整个索赔流程，并作为内部和外部客户在运输索赔方面的主要联系人。该职位负责调查、管理和解决索赔，通过电话和电子邮件互动提供出色的客户服务。在此职位上取得成功需要强大的问题解决能力、细致的关注、有效的沟通技巧以及及时解决问题的承诺。
您将有机会直接改善客户体验，帮助客户应对困难情况并提供有意义的解决方案。如果您适应快节奏的环境，喜欢解决问题，并热衷于帮助他人，这个职位将为您提供一个提升客户服务职业生涯的绝佳机会，每天都能带来改变。
您将负责以下工作：
- 从开始到解决，全程负责并管理所有运输索赔流程。
- 通过电话和电子邮件与内部和外部客户进行沟通，提供卓越的客户服务。
- 主动向客户传达索赔状态更新和下一步计划。
- 及时研究、调查并解决客户索赔和运输相关问题。
- 跟踪客户从问题产生到解决的全过程，确保完全负责和问责。
- 作为客户与运输承运商之间的联络人，促进索赔解决。
- 在公司系统中准确记录客户互动、索赔细节和解决方案。
- 诊断和分类问题，以确定根本原因并确定适当的解决路径。
- 将可能影响客户满意度的趋势、重复出现的问题或担忧上报。
- 回应客户和承运商的询问，同时满足既定的服务水平期望。
- 使用Salesforce、Microsoft Outlook、Microsoft Word、承运商网站和其他内部系统进行研究和解决。
查看英文原文
Our Customer Service team supports our company through confidence, knowledge, and an unwavering commitment to delivering exceptional customer experiences. We are passionate about understanding customer needs, finding solutions that fit their business, and supporting them every step of the way. As a valued member of the team, you will play a critical role in creating a seamless customer experience while helping resolve issues efficiently and professionally.
The Ship Center Claims Representative owns the end-to-end claims process and serves as the primary point of contact for both internal and external customers regarding shipping claims. This role is responsible for investigating, managing, and resolving claims while providing outstanding customer service through phone and email interactions. Success in this position requires strong problem-solving abilities, attention to detail, effective communication skills, and a commitment to delivering timely resolutions.
You'll have the opportunity to make a direct impact on the customer experience by helping customers navigate challenging situations and providing meaningful resolutions. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about helping others, this role offers an excellent opportunity to grow your customer service career while making a difference every day.
What You'll Be Doing:
- Own and manage all shipping claim processes from initiation through resolution.
- Provide exceptional customer service to internal and external customers through phone and email communications.
- Proactively communicate claim status updates and next steps to customers.
- Research, investigate, and resolve customer claims and shipping-related issues in a timely manner.
- Track customer concerns from inception through resolution, ensuring complete ownership and accountability.
- Act as a liaison between customers and shipping carriers to facilitate claim resolution.
- Accurately document customer interactions, claim details, and resolutions within company systems.
- Diagnose and categorize issues to identify root causes and determine appropriate resolution paths.
- Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction.
- Respond to customer and carrier inquiries while meeting established service level expectations.
- Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues.
- Participate in team meetings, cross-training opportunities, and process improvement initiatives.
- Recommend system and process improvements that increase efficiency and enhance the customer experience.
- Adapt to new technologies and tools that support operational excellence and customer satisfaction.
What You Bring to the Table:
- Strong customer service skills with the ability to handle challenging situations with professionalism and empathy.
- Excellent verbal and written communication abilities.
- Strong listening skills and the ability to ask probing questions to identify customer needs.
- Ability to maintain composure and professionalism while managing multiple priorities.
- Effective problem-solving and critical-thinking skills.
- Strong organizational skills and attention to detail.
- Ability to work independently while managing a high volume of customer inquiries and claims.
- Commitment to providing proactive communication and timely follow-up.
- Comfort navigating multiple systems and technology platforms simultaneously.
- A customer-first mindset focused on delivering resolutions and exceeding expectations.
What's Needed - Basic Qualifications:
- Minimum of 2 years of customer service experience within the past 5 years, preferably in a customer support or claims-related environment.
- Designated distraction-free workspace/home office.
- High-speed internet connection.
- Ability to perform basic equipment troubleshooting and PC/hardware setup.
- Ability to work an 8-hour shift within operating hours of 9:00 a.m. to 8:00 p.m. EST, Monday through Friday.
What's Needed - Preferred Qualifications:
- High School Diploma or GED.
- Previous work-from-home experience.
- Demonstrated success in a customer service or contact center environment.
- Experience managing customer claims, shipping inquiries, or carrier-related issues.
- Familiarity with Salesforce or similar customer relationship management (CRM) systems.
Get great perks.
- Generous amount of paid time off, including one Floating Holiday each year
- Flexible work arrangements, including flexible work hours and remote.
- 401(k) plan with company match, medical, dental, vision, life and disability insurance with many more optional benefits
- Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)
The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.
Originally posted on Himalayas