Customer Care Advocate

Position Overview

Customer Care Advocate initiates, coordinates, and responds to all customer service-related matters for each move to achieve a customer satisfaction survey result above the industry mean.

Shape a bright future with us—join us in supporting our military members during one of the most stressful times in anyone’s life. TMM was founded in 2003 to enable the Department of Defense, through a network of trusted transportation companies, to better serve our military members.

Key Responsibilities

• Oversee the customer service aspect of each military move, assisting military members with coordinating dates, agent assignments, problem solving, arranging necessary services, and providing timely updates.
• Educate the member about the move and emphasize the desired outcome of a high customer satisfaction survey score.
• Perform a pre-call within 24 hours of the shipment being booked to review contact information, roles, dates, agents, and any special concerns; record all notes and update tasks accordingly, followed by an introductory email.
• Provide updated information to the origin and/or hauling agent as needed.
• Communicate any available ETA updates to the member.
• Perform a timely post-delivery call to address any questions or comments and provide general claims information.
• Analyze the overall move to determine the priority level (CSS Rank) for follow-up on the Customer Satisfaction Survey.
• Contribute to achieving set goals for Customer Satisfaction Survey scores.
• Evaluate and analyze returned Customer Satisfaction Surveys for patterns and service trends.
• Initiate inconvenience claims for shipments delivered past the required delivery date (RDD).
• Escalate shipment problems to the corresponding base when necessary.
• Escalate phone calls to appropriate management as needed.
• Respond immediately to all agency and base inquiries.
• Assist the Clearing Coordinator by contacting members to obtain delivery addresses when not already provided.
• Provide training to new employees and offer basic cross training to colleagues in other company areas.
• Contribute critical thinking toward system improvements, team projects, and overall goals.
• Attend and participate in weekly team meetings.
• Provide backup assistance to the CS inbound phone lines.
• Perform other projects and duties as necessary.

Required Qualifications

• Education: Bachelor's degree OR equivalent combination of education and experience
• Experience Required: 1+ years’ experience in a customer service, sales or office environment
• Ability to multi-task and prioritize workload.
• Ability to work in a fast-paced and challenging environment.
• Ability to handle difficult customers and situations, and solve problems effectively.
• Pleasant and professional phone demeanor.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Programs.
• Ability to learn and navigate internal computer programs.
• Willingness to take on additional projects while maintaining team synergy.
• Adaptability and eagerness to learn in a changing environment.

Benefits & Perks

• Benefits: Competitive pay package; Comprehensive medical, dental, and vision coverage; Company provided $50,000 life insurance and AD&D benefits; Generous PTO and holidays; 401(k) with retirement planning education; Tuition reimbursement up to $2,000 on approved programs; Great health and well-being programs including telehealth, parental support, and wellness events; and remote work capability available for some positions.