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Title:

Contact Center – Lead Customer Care Analyst

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We are currently seeking a highly skilled and motivated Assistant Claims Manager to assist in all aspects of claims management, to support and promote process improvement methodologies and best practices that enhance claims service.

About this role: This is an SCA position .

The Customer Experience Analyst – Lead is responsible for overseeing and optimizing the entire customer journey across all customer care touchpoints, ensuring a positive and consistent experience for customers by developing and implementing strategies to improve interactions, analyzing customer feedback, and collaborating with cross-functional teams to create a seamless customer experience, aiming to increase customer satisfaction. This position will require an understanding of GHC contract requirements regarding customer journeys, DoD regulations, service member entitlements, shipment documentation. Reporting to the Director of Performance Optimization, you will ensure an exceptional experience throughout the customer's lifecycle acting as our internal “voice of the customer.”

POSITION DESCRIPTION :

• Research full lifecycle of Move Task Order (MTO) for contractual and DoD regulatory adherence and customer satisfaction.

• Analyze the customer journey to identify pain points and opportunities for improvement across all customer touchpoints (Inbound/Outbound contacts, customer portal, customer satisfaction surveys, etc.).

• Complete after-action review on service issues and process gaps.

• Interpret customer data to identify trends, patterns, and areas for improvement.

• Develop and implement customer experience improvement plans based on data insights.

• Identify training and coaching opportunities for Customer Care Specialists on best practices for delivering excellent customer service.

• Foster customer loyalty and advocacy by proactively addressing customer concerns and exceeding expectations.

QUALIFICATIONS AND SKILLS REQUIREMENTS :

• Bachelor’s degree or equivalent experience in lieu of degree.

• 1 year of military move industry experience.

• 2 years’ experience analyzing data and creating reports in a contact center environment.

• Must be a U.S. citizen due to contractual requirements.

• Strong verbal and written communications with customers, stakeholders, and cross-functional teams.

• Knowledge of Microsoft Office Suite including Word and PowerPoint, with intermediate knowledge of Excel.

• Ability to analyze customer data and extract actionable insights.

• Understanding customer needs and perspectives.

• Identifying and resolving customer issues efficiently.

• Ability to plan, execute, and monitor customer experience initiatives.

• Strong organizational and multitasking skills with the ability to manage competing priorities.

• Detail oriented, flexible, and capable of working with minimal supervision.

Preferred

• Traffic Management (JPPSO/PPSO/CPPSO, etc.) experience.

• Military experience, and/or immediate family member of a military member.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

To be successful in this role, you must have reliable high-speed internet access with a minimum download speed of 100 Mbps to support frequent online collaboration, large file transfers, and video conferencing.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!

Belong, Connect and Grow at KBR

At HomeSafe, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe​ — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!