Moving Experience Lead

7 days ago


Melbourne, Florida, United States Transportation Industry Full time
Job Description

The Moving Experience Lead will oversee customer service operations, ensuring clients receive exceptional support throughout their moving experience. This role involves managing a team of customer service representatives, addressing escalations, and improving processes to enhance overall customer satisfaction.

Annual Compensation: $60,000 - $80,000

Main Responsibilities
  • Team Oversight:
    • Supervise, train, and motivate the customer service team to ensure high-quality service.
    • Monitor team performance through key performance indicators (KPIs) and provide constructive feedback.
  • Customer Support Expertise:
    • Handle escalated customer concerns with professionalism and resolve issues promptly.
    • Act as the main point of contact for VIP clients and complex projects.
  • Process Improvement:
    • Develop and implement customer service policies, procedures, and standards.
    • Monitor and optimize workflows to ensure efficient handling of inquiries, bookings, and complaints.
  • Client Relationships:
    • Foster positive relationships with customers, ensuring repeat business and referrals.
    • Collaborate with sales, operations, and logistics teams to address customer needs and expectations.
  • Service Quality:
    • Conduct regular audits of customer interactions to maintain service excellence.
    • Gather customer feedback and implement improvement initiatives based on insights.

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