Title:

HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

HomeSafe Alliance is seeking a highly skilled and motivated Manager of Customer Experience responsible for aspects of customer relationships and leading a team of customer support supervisors and their care specialists. You will be responsible for ensuring resolution for all customer escalated service-related matters for each move with a goal of delivering exceptional quality and service.

This position will require understanding of requirements including Department of Defense regulations, service member entitlements, shipment documentation. This individual works closely with Customer Care representatives, Transportation Service Providers and Transportation Offices to proactively manage the relocation process.

POSITION DESCRIPTION:

Reporting to the Director of Customer Experience, you will ensure an exceptional experience throughout the customer's lifecycle. Acting as our internal “voice of the customer.”

• Be the “first face” of HomeSafe overseeing the day-to-day contact center operations: inbound calls/chat/email from customers, internal colleagues, and external partners.
• Leading a Customer Services team to deliver superior customer service, by satisfying key requirements of customers and key company stakeholders.
• Provide leadership and coaching to assure that all employees succeed in meeting individual / team performance goals. (SLA’s, AHT, conduct 1:1, and team meeting cadences)
• In partnership with the Director of Customer Experience, will assist in implementing changes required to improve the effectiveness of Customer Service procedures, processes, systems, and capabilities.
• Serving as a subject matter expert, ensuring the voice of the customer is represented during prioritization and building of strategies identified through journey mapping.
• Tracks progress, monitors team members' tasks, and ensures deadlines are met.
• Resolve complex problems and communicate solutions or requested information to the customer.
• Provides direction, guidance, and professional development to direct reports.
• Plans, directs, supervises, and evaluates workflow.
• Coordinates work activities to achieve the expected operational goals.
• Recognizes and recommends operational improvements.
• Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
• Continually maintain a working knowledge of all services and requirements for processing customer orders.
• May lead and train other customer service support staff.
• Attend and participate in all team meetings.
• Perform other duties as assigned

QUALIFICATIONS AND SKILLS REQUIREMENTS:

• Bachelor’s degree or equivalent experience in lieu of degree
• 5 years progressive customer service experience, preferred contact center
• Experience managing direct reports in a multi-channel remote contact center environment.
• Experience using a CRM, preferred NICE CXone
• Military move and/or relocation industry experience preferred.
• Leadership skills to manage and drive solutions; must be able to deliver sustainable results.
• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
• Demonstrates an elevated level of people skills, skilled at relationship building.
• Manage multiple priorities, with the ability to work in a demanding environment.
• Ability to manage difficult customers and staff positions and be able to solve problems.
• Able to learn modern technologies quickly and adapt to change.
• Strong and effective organizational, multi-tasking, and prioritizing skills.
• Excellent written & verbal communication skills, patience, and empathy.

Additional Preferred Qualifications

• Bilingual
• Prior military move management experience.
• Experience using NICE CXone
• Schedule flexibility: Customer Care will operate 24 hours a day, 365 days per year, with multiple work shifts needed to include night and weekends.

Note: This position is fully remote / work from home. HomeSafe will supply appropriate equipment. Employee provided high speed internet is required.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.