Customer Support

• Own and manage all shipping claim processes from initiation through resolution
• Provide exceptional customer service to internal and external customers through phone and email communications
• Proactively communicate claim status updates and next steps to customers
• Research, investigate, and resolve customer claims and shipping-related issues in a timely manner
• Track customer concerns from inception through resolution, ensuring complete ownership and accountability
• Act as a liaison between customers and shipping carriers to facilitate claim resolution
• Accurately document customer interactions, claim details, and resolutions within company systems
• Diagnose and categorize issues to identify root causes and determine appropriate resolution paths
• Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction
• Respond to customer and carrier inquiries while meeting established service level expectations
• Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues
• Participate in team meetings, cross-training opportunities, and process improvement initiatives
• Recommend system and process improvements that increase efficiency and enhance the customer experience
• Adapt to new technologies and tools that support operational excellence and customer satisfaction

Customer Service Claims Representative

• Own the pre-departure experience from booking through tour departure
• Build authentic relationships with travelers
• Proactively contact travelers to set expectations, answer questions, and build excitement
• Personalize interactions for different traveler needs
• Partner with internal teams to resolve traveler requests and own outcomes
• Use AI-powered workflows to approve, redirect, and improve traveler communications
• Challenge inaccurate AI output and provide feedback to improve tools
• De-escalate emotionally charged situations and guide travelers to resolution
• Communicate across phone, email, and chat
• Exercise independent judgment on policy exceptions, compensation, and resolutions

Customer Service Specialist

• Serve as a primary point of contact for customers requiring assistance with complex or escalated issues
• Take ownership of customer inquiries and manage issues through resolution from beginning to end
• Research customer concerns and determine effective solutions
• Collaborate with internal and external partners
• Provide timely follow-up and communication
• Document customer interactions and resolutions
• Develop expertise across multiple business functions
• Meet quality, productivity, attendance, and schedule standards
• Anticipate customer needs and deliver an exceptional experience
• Support evolving business priorities and assignments

Operations Support Representative

• Assist assigned Executive, Senior Executive, or Presidential Account Managers with day-to-day order fulfillment
• Resolve customer issues on assigned new and existing accounts
• Support account retention and growth
• Provide customer service to the Account Manager and customer during order fulfillment and servicing
• Support day-to-day transactions so Account Managers can expand their business
• Proactively follow up on open orders and customer service issues to resolve problems
• Handle incoming calls and assist on calls as needed
• Prepare and follow up on orders to ensure accuracy and customer satisfaction

Inside Sales Support Representative

• Build and lead the Customer Experience function, including the existing Voice of Customer team
• Establish the function’s strategy, priorities, and operating model
• Own the end-to-end customer journey across Sales, onboarding, product, Support, Success, Education, Community, and renewal
• Identify customer friction and improvement opportunities
• Combine feedback, survey results, behavioral data, research, and other customer signals
• Identify systemic issues and prioritize opportunities
• Strengthen the Voice of Customer program
• Establish CX measurement and reporting, including meaningful metrics and executive-ready insights
• Connect customer experience to business outcomes
• Improve critical customer handoffs, especially Sales-to-onboarding and digital product-to-human support transitions
• Partner with Sales, Product & Design, Marketing, Support, Success, Education, and Community to drive improvements without direct authority
• Establish a cross-functional CX operating rhythm and accountability
• Lead and develop a small, high-impact team as a player-coach

Director, Customer Experience

• Assist customers inside and outside a U-Haul center with U-Haul products and services
• Use smartphone-based U-Scan technology to manage rentals and inventory
• Move and hook up U-Haul trucks and trailers
• Clean and inspect equipment on the lot, including checking fluid levels
• Answer questions and educate customers regarding products and services
• Prepare rental invoices and accept equipment returned from rental
• Install hitches and trailer wiring
• Fill propane
• Drive a forklift
• Participate in ongoing continuous U-Haul education through U-Haul University
• Perform other duties as assigned

Customer Service Representative

• Negotiate and develop business with new and current clients
• Market Robert Half’s services via telephone, video and in-person meetings with hiring managers and decision-makers
• Recruit, interview and match highly skilled administrative and customer support professionals with clients’ projects, contract assignments and contract-to-full-time opportunities
• Manage ongoing engagements to deliver outstanding customer service to clients and candidates
• Provide ongoing communication and career guidance to candidates
• Participate in local trade association and networking events
• Increase Robert Half’s presence in the local business community

Talent Manager – Administrative, Customer Support

• Act as the agency representative to clients, fellow professionals, the public, and the general business community
• Provide counsel and advice on new and/or additional insurance needs
• Explain insurance coverages and types of policies
• Identify risk exposures and qualify potential prospects
• Maintain an underwriting renewal review process for policyholders
• Maintain a marketing renewal review program for policyholders
• Act as the first line of contact for reporting and assigning claim information for designated policyholders
• Resolve general customer inquiries

Customer Support jobs in Massachusetts