Customer Service Coordinator

3 weeks ago

Jacksonville, United States Conser Moving and Storage Full time
Job DescriptionJob Description

Are you a TEAM player, hard worker, and have the drive to get the job done? Are you looking for a career with longevity and advancement opportunity? Want to come to work every day to feel appreciated and fulfilled at the end of the day? If so, then Conser Moving and Storage is looking for you and would like to discuss a Customer Service Coordinator / Local Mover Coordinator opportunity. Let us show you why our customers and employees rate us a 4.9 out 5

Responsibilities of a Customer Service Coordinator / Local Mover Coordinator

  • Oversee the customer service aspect of each household goods move: Assist each customer throughout their move in the coordination of dates, communication with agents servicing the move, problem solving, arranging for necessary services, and providing timely updates.
  • Create and prepare files and paperwork for each move.
  • Perform a pre-call to each customer within 24 hours of the shipment being booked to review: customer contact information and addresses, the coordinators' role, the pack/move dates.
  • Responsible for ensuring collection of payment from customer prior to move or on delivery when necessary.
  • Send an Introduction email within 24 hours of the shipment being booked detailing the information about their move, the role of the Customer Care Advocate and inform them of the Customer Satisfaction Survey that will be sent at the end of the move.
  • Provide updated information to the origin agent, destination agent and/or hauling agent as needed.
  • Perform customer check calls: pack day & load day confirming that the crew has arrived to start the move and resolve any problems that might occur.
  • Provide contact throughout the move process pertaining to any ETA updates that are available.
  • Perform a timely Post-Delivery Call to the customer to discuss any questions and comments that the customer has regarding the move. Work with the customer on an applicable quick claim or customer service gesture. Provide the customer with the general claims information.
  • Discuss post move survey.
  • Initiate claims process with customers in the event of damage or delays.
  • Record notes in Movers Suite related to all communication with the customer.
  • Update the Task List after each task has been completed.
  • Respond to all customer inquiries immediately.
  • Provide administrative assistance functions to operations department.
  • Provide training for new employees and basic cross training for new employees in other areas of the company.
  • Contribute to critical thinking as it relates to system improvements, team projects and goals.
  • Attend and participate in team meetings.
  • Other projects and duties as necessary

Requirements of a Customer Service Coordinator / Local Mover Coordinator

  • Bachelor's degree OR equivalent combination of education and experience
  • 1+ years' experience in a customer service, sales, or office environment
  • Ability to multi-task and prioritize workload.
  • Ability to work in a fast paced and challenging environment.
  • Ability to handle difficult customers and situations and be able to solve problems.
  • Pleasant and professional phone voice.
  • Professional written and verbal communication skills.
  • Knowledge of all Microsoft Office Programs.
  • Ability to learn all internal computer programs.
  • Willingness to take on additional projects/workload and maintain good synergy within the team environment.
  • Ability to adapt and learn in a changing environment.

Rewards of a Customer Service Coordinator / Local Mover Coordinator

  • Full Time Employment
  • Yearly Bonus Incentives
  • Internal Promotions
  • Paid Time Off
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401 (K)

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