Customer Support / Admin Assistant

Two Men And A Truck Tulsa , OK 74120

Posted 5 months ago

Customer Support / Admin Assistant

Job Description

The Customer Support / Administrative Assistant (CSA) is responsible for protecting the TWO MEN AND A TRUCK brand through the highest level of customer service. This is done by assisting TWO MEN AND A TRUCK in carrying out the day-to-day franchise activities to meet established operating goals, standards, sales, and profits. This is accomplished primarily through providing accuarte feedback to the operations team and general manager regarding damage trends and reoccuring sales order mistakes. The Customer Support / Administrative Assistant will control damage costs and consistantly exceed customer expectaions. This position is responsible for effective and polite communication and will work to protect the companies image through a peaceful and effective claims management process. The quality control coordinator will work with multiple departments to provide outstanding customer service to all TWO MEN AND A TRUCK customers.

Job Responsibilities

  • Each day, the will obtain customer feedback to ensure complete services. The CSA will proactively work to avoid any reply card, Better Business Bureau, or online complaints through in-progress calls and follow up calls

  • Resolve customer complaints and all damage issues at a high satisfaction level while minimizing the expense to the company

  • Calmly and professionally handle unhappy customers and provide timely feedback to management regarding customer concerns

  • Maintain a "constant status" with movers/drivers to better communicate with second and third job customers

  • Track and analyze damages for patterns among movers and drivers. Report findings to management team

  • Use the claims module and filing system to track all damage status updates, including the use of follow up templates

  • Secure great customer reviews both through reply card and online reviews post the claims process

  • Prepare reports for management and gather research and statistics on damages and customer service scores

  • Complete confirmation calls daily for next day moves to ensure a finalized schedule for operations. The QCC will communicate any changes in services needed or supplies added

  • This position will support the accounting department through administrative functions such as sales order closeout and running credit card payments

  • Responsible for employee accountability and adherence to franchise and system standards and policies

  • Participate in regular training and development programs offered through STICK MEN UNIVERSITY to further your knowledge of the system

  • Ensures the franchise is consistently operating in compliance with the franchise agreement, TWO MEN AND A TRUCK system standards, and applicable laws and regulations

  • All other duties as assigned

Job Requirements

Because moving is stressful, we seek candidates with a commitment to customer service and an appreciation for variety in your job!

  • A high-school diploma or general education degree (GED)

  • Is a team player with the ability to listen and communicate in an effective, helpful and friendly manner with co-workers, customers, and management

  • Is a proactive, self starter with a passion to provide excellent customer service

  • Has a reliable form of transportation and have a valid drivers license

  • Willing to work on Satrudays when needed

  • Must be proficient in map reading and have an ability to communicate directions to drivers

  • Know, understand and perform in accordance with the TWO MEN AND A TRUCK Mission Statement, "Our Commitment is to continuously strive to exceed our Customer's expectations in value and high standard of satisfaction"

  • Language Skills:
    ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization; bilingual is a plus

  • Mathematical Skills:
    ability to add, subtract, multiply and divide using whole numbers and decimals. Ability to perform these operations using units of United States dollars (USD) and weight measurements, volume, distance and time

  • Reasoning Ability: ability to solve practical problems and deal with a variety of situations with limited standardized procedures. Ability to interpret a variety of instructions furnished with written, oral, diagram or schedule form

  • Physical Demands: the employee is frequently required to stand, walk, talk, sit, hear, use hands and fingers, handle, feel and/or lift with hands and arms. The employee is occasionally required to lift 50 pounds or more. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus


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Customer Support / Admin Assistant

Two Men And A Truck