Customer Service Representative

2022-11-03
Full Time

Description

Job Summary

Selected as the Top Workplaces in Philadelphia for the past 13 years and headquartered in Montgomeryville, PA, our Customer Service Representative are the primary customer touch point to ensure orders are processed and fulfilled timely and in accordance with customer requirements and MSS? service and quality standards. Tasks include:

  • Receive calls, emails and live support chats from movers regarding changes and updates to existing orders and to process new orders as required.
  • Resolve all issues related to orders in accordance with established procedures.
  • Monitor assigned order queues to ensure all outstanding issues are addressed.
  • Enter thorough, clear and detailed order notes into computer system.
  • Obtain proper authorizations when extra services are required by customers.
  • Quote cost of services to movers and relocating customers.
  • Establish and maintain positive relationships with assigned customers.
  • Receive calls and emails from our service providers and transferees regarding changes and updates to existing orders.

Customer Service Representative Requirements

All candidates must be able to work Monday-Friday 11am?8pm ET. We are staffed from 8:30AM until 9PM to support our customers nationwide. Overtime and some Saturday hours (9AM to 1PM) are required on a rotating basis (about once every 4 weeks).

This position requires excellent interpersonal skills, superior verbal communication and professional telephone etiquette in all customer and work interactions. Customer Service Coordinators must be organized, detail-oriented and possess rapid response follow-up and problem solving skills to satisfy customer?s needs in a high-volume work environment.

Success in this position requires ability to obtain detailed knowledge of MSS services and their applications. Basic computer proficiency, order entry and ability to effectively navigate customer order database system is required. High school diploma and at least two years experience in high-volume customer service, problem-solving and follow-up is required.

Relocation and mover industry experience is highly desired and valued.

About MSS

MSS, Inc. is a family-owned business that has delivered personalized moving-related services to the relocation marketplace since 1978. With centralized operations in Montgomeryville, PA, MSS comprises three distinct divisions: Relocation Support Services, Precision Crating Services, and Pure Install Solutions.

In the national relocation market, MSS?s Relocation Support Services partners with moving companies and relocation management corporations in the safe handling of specialty household items by providing crating/uncrating, disconnect/reconnect, and disassembly/assembly services for transferring corporate employees. Our extensive nationwide subcontractor network and superior customer service make MSS the industry wide leader in this field.

Our Precision Crating Services division is made up of specialists and design experts who provide custom packing and crating services to manufacturers and aftermarket customers in every major U.S. market.

Pure Install Solutions utilizes highly trained, certified technicians throughout the U.S. and Canada to provide customizable assembly, install, and repair/retrofit services for healthcare, hospitality, retail, commercial, residential, and graphics/vinyl needs.

MSS is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, veteran status, marital status, genetic information or any other legally recognized protected basis.

MSS is not offering visa sponsorship for this position. Additionally, a background check and pre-employment drug screening is required.

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