Customer Support Specialist

The Suddath Companies; Jacksonville (FL); Hybrid; USD 34,000 - 48,000; Full time

Benefits offered by this job

401(k) with company match

Weekly pay

Biweekly pay

PTO & company holidays

Tuition reimbursement

Job summary

The Suddath Companies is seeking a Customer Support Specialist to deliver exceptional service through phone, email, and chat. You will thrive in a high-volume environment, solve problems efficiently, and maintain accurate CRM records while meeting key performance metrics.

Ideal candidates have at least 2 years in a busy relocation or service-driven contact center, with strong communication skills and experience using CRM systems and MS Office.

Qualifications

• Minimum 2 years in a high-volume contact center in a metric-driven environment.
• Military and/or transportation industry experience preferred.
• Strong written and verbal communication skills.
• Ability to analyze problems and propose solutions.
• Capable of multitasking and managing time in a fast-paced setting.
• Proficiency with contact center software, CRM systems, and MS Office.

Responsibilities

• Handle high-volume inbound/outbound customer interactions across phone, email, and chat.
• Resolve inquiries with professionalism and empathy; aim for first-contact resolution.
• Maintain accurate records of interactions and transactions in CRM systems.
• Meet or exceed performance metrics such as quality, response time, and CSAT.
• Collaborate with team and leadership to improve processes and customer experience.
• Coordinate offsite services with local agencies as needed.

Skills

Contact center experience

Communication skills

Problem solving

Multitasking

CRM software

Microsoft Office

Education

High School diploma

Tools

Movers Suite

VMS

Microsoft Office

Job description

Why Choose Suddath to “Move” your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees.
• Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.

General position summary:

We are seeking a highly motivated and customer-focused Customer Support Specialist to join our dynamic team. This role is responsible for delivering exceptional service to our customers through inbound and outbound calls, emails and chat interactions. The ideal candidate thrives in a high volume, fast-paced, metric-driven environment and is passionate about resolving customer inquiries efficiently and professionally.

Essential Duties & Responsibilities:

• Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat).
• Resolve customer inquiries with professionalism, empathy and efficiency, ensuring first-contact resolution whenever possible.
• Maintain accurate records of customer interactions and transactions using CRM systems.
• Meet or exceed performance metrics including call quality, response time, handle time and customer satisfaction.
• Collaborate with team members and leadership to identify process improvements and enhance the customer experience.
• Coordinate offsite services with local agencies in various markets as needed.
• Stay up to date on policies and procedures.

Job Skills Required:

• A minimum of 2 years experience in a high-volume contact center within a metric-driven organization.
• Military and/or transportation industries experience preferred.
• Strong communication skills, both verbal and written.
• Exceptional ability to identify, analyze, and creatively solve problems
• Proven ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using contact center software, CRM systems and Microsoft Office Suite.

Other Duties & Responsibilities:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education & Experience:

High School diploma required; 2 years plus experience in relocation or closely related customer service industry required; highly customer service oriented; and/or equivalent combination of education and experience.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations:

To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, including MS Word, MS Excel and MS Outlook. The ability to learn and effectively use software applications such as Movers Suite and VMS and other applications used in the performance of job duties.

Planning/Organization:

• Ability to prioritize and re-prioritize as situations and needs change throughout the workday.
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work.

Certificates/Licenses/Registrations:

None required.

Working Conditions:

Cubicle working environment Noise level in the work environment is usually moderate

Physical/Environmental Demands:

Activity: Stand - Under 1/3 Time Walk - Under 1/3 Time Sit – Over 2/3 Time Use hands to finger, handle, or feel - Over 2/3 Time Reach with hands and arms – 1/3 to 2/3 Time Climb or balance – None Stoop, kneel, crouch or crawl – Under 1/3 Time Talk or hear – over 1/3 to 2/3 time Taste or smell – None Other - None Physical Activity Level: The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services. The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The Suddath Companies moves people and businesses together with our group of privately-owned companies and family of brands, including Perdue and Phase Integration. Our mission is to serve our customers, communities and each other with the highest level of care, making lives easier by delivering in the moments that matter. Since our inception more than 100 years ago, our values are: Trust We foster an environment of trust through our integrity, dependability and accountability. We fulfill our promises to each other and our customers. Innovation We look for ways to continuously improve our customer and employee experience by challenging the status quo, taking smart risks and learning from mistakes. Teamwork We collaborate through common goals as one team, welcoming the diversity of ideas, encouraging and supporting one another and celebrating contributions. Caring We show empathy in all that we do, operating with compassion and understanding. We promote a safe and healthy work environment. Agility We overcome challenges by being nimble and resilient, quickly accepting, driving and adapting to change.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The Suddath Companies are an Equal Opportunity Employer.

EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED