Summary This position is responsible for providing full-service move management that promotes customer satisfaction and positively impacts the Company's shipment and financial performance. This individual works closely among a team of Customer Care representatives, Van Lines Operations Planners and Dispatchers, Transportation Service Providers and Transportation Offices throughout the country to proactively manage the relocation process, including post-delivery service recovery and service evaluations to support the company's short and long term strategic business objectives. Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Qualifications * Initiate relationship building and fact gathering welcome call, to produce informative customer profile * Perform necessary administrative tasks pertaining to dates, authorizations, and customer or transportation service provider requests * Record all correspondence had by phone, text, and/or email in Interstate Management System (IMIS) * Update survey, pre-approvals, delivery address and date in DPS in a timely and accurate manner * Advise and confirm customers of pre-pack, in transit ETA, and pre-delivery dates * Communicate at expected milestones to measure service, resolve issues as necessary * Notify customer of any changes to schedule that affect them, to avoid unnecessary inconvenience * Record, recover or escalate necessary service failures to upper management * Monitor distressed shipments and provide customer updates for late shipments, as requested * Perform internal post-delivery surveys, to include service recovery to reduce customer dissatisfaction * Influence post-delivery behavior of satisfied customers to encourage and follow up with Military CSS survey completion * Achieve 95% of predetermined customer touch-points throughout the service delivery phase * Achieve a minimum of 5 military CSS surveys per week above the company designated minimum score threshold * Work professionally as a team player exhibiting timely, professional and proactive customer service skills * Utilize strong time management, organization skills and prioritization in a fast-paced environment * Comprehend DP3 Business Rules, DTR, It's Your Move regulations * Acclimate to different software applications; IMIS, Easy DPS, DPS, Avaya Call Center Software * Recognize varying levels of customer concerns, emotions, and stress points in order to adapt accordingly to meet customer expectations * Exhibit and practice courteous, timely, and professional communication through all customer (external and internal) interactions by phone, written, or in person encounters Education and/or Experience High School Graduate or General Education Degree (GED): Required. One to three years of related experience and/or training, or a combination of education and experience.