Employee Relocation Manager jobs in Fort Wayne, IN

Job Summary

The Customer Service Manager is responsible for leading the daily operations for a team of Military Move Coordinators.

Facilitating the household goods moves for military members, your team will perform both inbound and outbound calls with military members, business partners, bases and internal associates related to members move services.

In this role you will provide guidance, support, and training to your team, in a fast-paced high-volume environment. This includes taking the lead on escalated customers issues and collaborating with all partners, both internally and externally, to ensure an excellent experience with the members move is achieved.

Performs other duties as assigned.

Primary Qualifications

• Previous call center management experience, preferably in the transportation industry
• Ability to operate in a fast-paced environment, providing guidance, support and mentorship to a group of Military Move Coordinators
• Demonstrated ability to analyze data and identify trends
• Skilled in developing strategies to enhance customer experience and streamline processes
• Strong problem solving and conflict resolution skills
• Maintain a working knowledge of all service requirements of processing members orders
• Experience in monitoring performance to ensure positive customer experiences and critical KPI’s meet or exceed regulatory requirements.

Required Skills and Education

• College degree or equivalent combination of education and experience
• Two to three years’ experience in customer service preferred
• Proficiency in Microsoft Office Suite, specifically Teams and Excel
• Solid problem-solving skills
• Teamwork orientated
• Strong verbal and phone skills

Job Type: Full-time

Pay: $50,000.00 - $58,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Fort Wayne, IN 46802