Contact Center Customer Care Specialist

September 15

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KBR, Inc.

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Engineering • Aerospace • Defense • Professional Services • Technology

10,000+

Description

• HomeSafe Alliance is seeking Customer Care Specialist’s to support the Customer Care contact center by providing immediate support to answer customer inquiries, troubleshoot application access, and network with internal and external move partners to resolve concerns. • The goal is to be readily available and responsive to meet customer needs with exceptional quality and service. • As a Customer Care Specialist, you will be responsible for all shipment activities in your workload from assignment through delivery. • Be the “first face” of HomeSafe via inbound calls/chat/email from customers, internal colleagues, and external partners. • Ensures first call resolution through problem solving and effective call/email/chat/text. • Counseling customers on their entitlements for their move. • The Customer Care Specialist role requires a patient and stable work style and consistency in dealing with repetitive routine. • The role demands a cooperative, agreeable, and sympathetic listener who can build good relationships with others and enjoys being helpful to them. • Troubleshooting with customers on how to use the HomeSafe Connect Application. • Provide accurate details of the status of Customer move at designated points. • Customer service via a multichannel contact center within a team-oriented focus is of utmost importance. • Complete outbound communications to customers and business partners. • Readily resolve all customer, agent or military base inquiries and concerns. • Identify and resolve issues utilizing critical thinking skills and sound judgment. • Utilize strong time management, organization skills and prioritization in a fast-paced environment. • Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.

Requirements

• High School Diploma, GED or equivalent education experience is required. • 1+ year customer service experience, with military move experience preferred. • Must be a U.S. citizen due to contractual requirements. • Experience working in a multi-channel (voice, chat, email, and text) contact center. • The role requires attention to the details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work. • Manage multiple priorities, with the ability to work in a fast-paced environment. • Ability to manage difficult customers and situations and be able to solve problems. • Excellent written & verbal communication skills, patience, and empathy. • Proficient with basic computer skills.

Benefits

• Medical, Dental and Vision Insurance. • Paid time off (PTO) • Three weeks of PTO for newly hired employees • 401(k) • Health and Wellness Programs • Disability, Life and AD&D insurance • Employee Support program • Family Support: Bright Horizons, child and elder care services • Teladoc Medical Experts, second opinion program • Travel Accident & Medical TRICARE Supplement Plan • Voluntary Benefit Plans • And more!