Job Description
Job Description
About American Van Lines:
American Van Lines is one of the most respected names in the moving industry, known for delivering exceptional service and care to families and businesses across the country. With decades of experience and a commitment to excellence, we pride ourselves on making every move a smooth and stress-free experience. We are currently seeking a seasoned Customer Service Escalations Specialist to join our team and help improve our reputation for outstanding customer care.
Position Summary:
As a Customer Service Escalations Specialist at American Van Lines, you will be the go-to expert for resolving complex customer concerns that require a high level of industry knowledge, empathy, and problem-solving. You will work closely with operations, dispatch, claims, and other departments to ensure escalated issues are resolved quickly and professionally, always keeping the customer’s satisfaction at the forefront.
Key Responsibilities:
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Handle escalated customer complaints via phone, email, and other channels with professionalism and urgency.
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Investigate and resolve service issues by reviewing move documentation, speaking with moving crews, and analyzing internal reports.
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Collaborate with internal teams including dispatch, claims, and operations to ensure timely and effective resolutions.
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Maintain accurate and detailed records of all escalations and outcomes in the CRM system.
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Identify recurring issues and recommend improvements to reduce future escalations.
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Provide coaching and guidance to frontline customer service representatives on handling difficult situations.
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Ensure all resolutions align with company policies, DOT regulations, and customer service standards.
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Follow up with customers post-resolution to ensure satisfaction and rebuild trust when necessary.
Qualifications:
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Minimum 5 years of experience in the moving industry, with a strong understanding of long-distance and local moving operations.
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At least 2 years in a customer service or escalation handling role.
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Excellent communication, negotiation, and conflict resolution skills.
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Ability to remain calm and empathetic under pressure.
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Strong organizational and time management skills.
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Proficiency in CRM systems and Microsoft Office Suite.
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Bilingual (English/Spanish) is a plus.