Customer Experience Representative - National Account

Job Details

Location: Ace Cleveland - Strongsville, OH 44149

Position Type: Full Time

Salary Range: $19.00 - $19.00 Hourly

Job Shift: Day

Position Summary: The Ace Relocation Systems, Customer Experience Representative will interact with customers, inside staff, drivers, and other branches, to provide information proactively and in response to inquiries about services and to handle and resolve complaints.

• Confer with customers, drivers and other agents by telephone or by email in order to provide information about products and services, to take orders or cancel orders, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Set surveys and scan results, transmit/scan documents and authorizations, update dispatch screen with pack counts, revise estimates and work Move TRAC report daily.

• Update client portals when requested.
• Other duties as assigned.

• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook.
• Competent with Microsoft Teams.

• High School Diploma or General Education Degree (GED)
• 2-4 years of relevant work experience

• Assures that safety regulations are followed at all times
• Follows policies and procedures including infection control, universal precautions and exposure control plans when performing daily tasks
• Reports hazardous conditions, accidents, and incidents to the immediate supervisor
• Must be able to lift at least 15 lbs
• Requires standing, walking, bending, kneeling, stooping, and crouching
• Exposure to heat, cold, dust, noise, or chemicals
• The position may require overtime or shift work during peak
• The position has specific requirements with respect to vision, hearing, and speaking as in an office setting