About the job
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The Service Dispatch Agent ensures the customer's moving experience goes smoothly by tracking and handling any
transport related issues that might arise. This position will work cross functionally and partner with other department
leaders to drive efficiency and production.
Essential Functions
Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Respond to transport-related escalation calls
- Partner with customer service, operations, and dispatch teams
- Assist frontline customer service representatives when they need assistance or have a question
- Make outbound follow-up calls as needed to escalated customers
- Provide information, answer customer questions and offer additional services
- Use problem solving skills to ensure customers have a positive moving experience
- Track and follow up with late transport customers
- Charging LDM balances
- Monitor and manage assigned email queue
- Perform additional responsibilities as requested. Essential duties, responsibilities, and activities may change at
any time with or without notice.
Competencies/skills
- Excellent customer service skills with a Strong phone presence
- Flexibility, and willingness to work with constantly changing priorities
- Excellent verbal and written communication skills
- Ability to work in a fast-paced customer service environment
- Strong organizational and time management skills
- PC proficiency with experience using Microsoft Outlook, Word, and Excel
Specialized knowledge and/or licenses
- Knowledge of moving/storage or logistics industry is a plus
Physical demands
The physical demands for this position require use of a personal computer and phone on an ongoing basis throughout the
workday. Additionally, the position requires frequent sitting, use of hands to type on a keyboard, reaching with hands and
arms, speaking, hearing, and vision abilities, and the ability to lift and carry up to 10 (ten) pounds
Travel required
None
Required Education And Experience
- High school diploma required; BS/BA preferred
- Experience in the call center environment is a plus
EEO statement
1-800-PACK-RAT | Zippy Shell is an equal opportunity employer that is committed to diversity and inclusion in the
workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation,
national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal,
state, or local laws.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any
time with or without notice.
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