Customer Support Specialist

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