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CUSTOMER CARE SPECIALIST

St. Louis, MO, USA Req #264
Thursday, January 6, 2022

Under general direction, investigates, negotiates, and assesses solutions to resolve all types of customer concerns relating to shipment status, service, charges, billing issues, and delay claims. 

 

The work location for this role is flexible if approved by UniGroup except this position may not be performed remotely from Colorado. 

 

Essential Duties and Responsibilities: 

Responds to verbal and written inquiries, including social media communications, from agents, shipping customers, national accounts, military personnel, other internal departments, and outside governmental agencies (DOT, BBB, Attorney General, etc.) on behalf of agents and Headquarters management regarding pre-delivery, post-delivery and delay claim concerns.  
Researches inquiry/concern thoroughly by reviewing the related file, shipping documents, computer system memo pad notes, and contacting all agents or Headquarters personnel involved.   
Acts as a mediator by frequently negotiating with all parties to reach an agreeable solution and may initiate a monetary adjustment to both agent and United/Mayflower funds requiring follow-up with agents and/or appropriate Headquarters departments.   
Processes Household Goods and Logistics delay claims manually and on-line using the provisions outlined in the tariff and authorizations given by management.   
Determines the financial liability for the delay or Goodwill Gesture claim.   
Notifies the Lead Customer Service Specialist or management of any difficult customer concerns requiring assistance.   
Generates reports utilized by staff. 
Monitors and logs daily feed of ratings and reviews related to United and Mayflower agent locations in order to investigate and respond. 
Recommends and helps develop methods for improving current programs and procedures using the information provided by agents and customers.   
Cross-trains and assists other department personnel as needed.   
Performs a variety of other duties as assigned.   

 

Qualifications: 

Education, License or Certification:  

  • Associates degree in Business Administration or equivalent experience.  Bachelor’s Degree preferred. 

Experience:  

3-5 years’ experience in a related business field  

 

We foster diversity, in part, by imposing a strict policy of non-discrimination. Employment decisions are made without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, age, religion, disability, veteran or military status, genetic information or other status protected by the law.  
 

We value the unique skills and experiences that veterans and separated service members bring to our workforce. While serving our country you have gained skills such as leadership, flexibility, and agility, which will help to make you successful here. We are dedicated to supporting military families and ensuring that we provide a welcoming environment for our country’s heroes. We hope you consider joining the UniGroup family. 
 

UniGroup is committed to the full inclusion of all qualified individuals. As part of this commitment, UniGroup will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@unigroup.com 

Other details

  • Job Function Non-Exempt
  • Pay Type Hourly
Location on Google Maps
  • St. Louis, MO, USA