Job Description

Overview

United Van Lines (Canada) Ltd. is Canada's largest network of moving companies and the only Canadian van line that is 100% owned and operated by its members. United Van Lines (Canada) Ltd. is proud to to be recognized as one of Canada's Best Managed Companies.

Job Purpose

The Junior Customer Care Representative supports customers and members by investigating and resolving service and claims issues related to household goods moving. This role requires strong communication skills and a commitment to delivering high-quality service in a fast-paced environment.

Duties and Responsibilities

Claims (Damage / Loss)

Receive claim requests Collect supporting documentation (e.g., inventory lists, receipts, photos of damage) Respond to Customer, Member and Driver inquiries in a timely manner Examine claim details for completeness and consistency Research replacement items for price confirmation or purchase Manage outstanding claims using reminders, to ensure all claims are kept up to date and closed within the appropriate timelines Investigate and respond to appeals from Customers and Members Determine liability and complete the assessment when the claim is finalized Provide updates to the claimant regarding claim status Document decision and rationale Handle other related duties and projects assigned

Customer Service

Receive and handle Customer communications (phone, email, survey or letter) Investigate any complaints with everyone involved Respond to Customer with action plan Identify areas for improvement to be shared with those involved or affected by complaint Handle other related duties and projects assigned

Qualifications KSA's

Knowledge

Education: Minimum High school education or equivalent Experience: at least 5 years in another customer-facing position
Skills

Communicate effectively, written and verbal Computer skills - Word/Outlook/Excel/Internet Conflict resolution and negotiations Time Management Telephone and email etiquette Conducting online research to identify comparable replacement items and confirm market value Bilingual is an asset
Abilities

Multitask Stay calm under pressure Sound judgement and decision-making skills Ability to assess situations and respond appropriately Strong situational awareness
Job Type: Full-time

Work Location: In person