Sr. Customer Service Representative (Move Coordinator) With Advancement Opportunities!

Sr Customer Service (Move Coordinator) with Advancement to Supervisor then Customer Service Manager with-in Twelve (12) Months

Are you an experienced Senior Customer Service professional looking to advance to the next level in your career? Then we have an opportunity for you.

Description: Sr Customer Service (Move Coordinator) will learn everything there is to know about what “Move Coordinators” at Liberty Moving and Storage do. They will master the role of a Move Coordinator and become the Customer Service (Move Coordinator) Supervisor. Eventually hopefully within 12 months will advance into the Customer Service (Move Coordination) Manager. The Manager role will be a “working manager”. Meaning you will still be coordinating moves (on a lower percentage), while managing the team.

Essential Functions/Major Responsibilities of Sr Customer Service (Move Coordinator):

• Overseeing household goods consumer’s shipments from initial inquiry to the closing of the deal, providing moving quotes to clients, and invoicing for all moves and shipments.
• Ensuring all files are compliant with company guidelines and standards.
• Entering data promptly and accurately into the company database system.
• Resolving complaints and potential issues quickly and effectively, liaising with other managers and departments when necessary.
• Actively seeking ways to improve service by asking questions and offering suggestions.
• Develop strong working relationships within the team, with other departments, and with other relevant third parties (subcontractors, suppliers etc.)
• Ensure all documentation is promptly received by relevant parties.
• Keeping all parties involved in the moving process fully up to date on the progress at all times to ensure customer satisfaction.
• Coordinating moves from all around the world, especially during peak times.
• Liaising with a variety of different people both internally and externally.
• A client-facing role, becoming a point of contact for multinational clients, moving staff and partners.
• Able to coordinate moves from start to finish with full knowledge and understanding of the entire process.

Essential Functions/Major Responsibilities of Customer Service (Move Coordinator) Supervisor:

• Supervising the team (approving timecards, PTO requests, resolving issues that need to be escalated up the chain of command, etc.)

Description: To provide overall support to the Customer Service staff and department. Hands-on Manager to provide support for moving consultants and to interface with customers, company personnel, United Van Lines corporate and third-party Service Representatives. Provide quality Customer Service for each customer. Processes booked shipments and maintains contact with customers and agents to ensure customer satisfaction as measured through quality surveys. Manage a team of at least five (5) people

Essential Functions/Major Responsibilities of Customer Service Manager:

· Communicate with customers on mandated days to make contact, and advise of changes, delays, etc. to ensure customer satisfaction.

· Prepares and forwards documents for shipment processing on each order.

· Completes daily action reports to properly service each shipment.

· Tracks the status of each customer’s shipment.

· Communicates with salesperson and Dispatch regarding problems and concerns with shipments.

· Achieves and maintains an agreeable customer satisfaction rating through quality surveys.

· Effectively uses both local and corporate computer systems in the processing of each shipment, including downloads, running of reports, and analysis of data.

· Attending and participating in regular meetings.

· Backs up other Customer Service coordinators as needed.

· Other duties as mandated by the Ops/Sales Manager.

· Manages, trains, and mentors the Customer Service coordinators.

· Assist with performance reviews, hiring, and terminations of staff.

· Improve coordination quality scores track and monitor scores from van line, online reviews, and all social media reviews.

· Improve processes and reduce paperwork.

· Manage phones getting answered, volume for each rep, and email accounts for each rep.

· Manage workload and equally balance the workload for each coordinator.

· Manage relationships with OA/DA work from the United/Mayflower family, and track the volume.

Specific Job Skills

• Previous experience working as a Move Coordinator within the moving or shipping industry it’s a plus, but we will train the right candidate.
• Previous Customer Service experience is A MUST.
• Leadership skills are A MUST.
• Excellent attention to detail.
• Enthusiastic and adaptable attitude to work.
• Able to work well under pressure and still maintain a high level of professionalism.
• Proficient in Word, Outlook, and Excel.
• Providing excellent Customer Service by ensuring all relevant parties are updated with the required information.

Job Type: Full-time

Pay: $28.00 - $30.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Flexible schedule

Experience level:

• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Work Location: In person