Customer Experience Coordinator
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Job Description
Post-move coordinator managing customer follow-up, claims, reviews, and referrals for Big League Movers. Supporting dispatch operations and service recovery for U.S.-based moving customers.
Responsibilities:
- Conduct post-move follow-ups within 48 hours of completed moves to evaluate customer satisfaction
- Contact customers by phone, email, and text to gather feedback and identify outstanding concerns
- Document customer interactions accurately in the customer management system
- Identify service issues and coordinate timely resolution with appropriate departments
- Manage day-to-day administration of customer claims, including acknowledgment, follow-up, and documentation
- Gather claim information, supporting documents, photos, and customer statements
- Coordinate complete claim files for management review
- Monitor claim progress, communicate updates, and escalate concerns appropriately
- Communicate management-approved resolutions according to claims policies and procedures
- Track claims and service-recovery cases through completion
- Invite eligible customers to submit Google reviews
- Identify potential referrals and coordinate handoffs with the Sales team
- Track review invitations, referrals, and customer feedback trends
- Provide AM or PM dispatch coverage after required training
- Assist with dispatch communication, job monitoring, documentation, and operational coordination
- Follow dispatch procedures and ensure accurate handoffs
- Work with the Service Control Lead to manage priorities and maintain service standards
- Maintain customer records, claim statuses, and follow-up activities using company systems
- Track tasks, deadlines, and action items through Todoist
- Prepare weekly updates on claims, feedback, service recovery, reviews, and referrals
- Identify recurring customer concerns and recommend process improvements
- Ensure customer commitments are followed through and documented
Requirements:
- Excellent written and verbal English communication skills
- Previous experience in customer service, customer support, claims coordination, or a related administrative role
- Strong organizational skills and exceptional attention to detail
- Ability to handle sensitive customer concerns and challenging conversations professionally
- Comfortable making outbound calls and communicating with U.S.-based customers
- Experience working with CRM systems, task management platforms, and digital communication tools
- Ability to manage multiple priorities, follow deadlines, and work independently
- Strong problem-solving skills and sound judgment when identifying issues that require escalation
- Willingness to learn dispatch operations and provide coverage when necessary
- Availability to work during assigned U.S. Central Time operating hours
- Preferred: Experience in the moving, logistics, transportation, or home services industry
- Preferred: Background in claims processing, complaint resolution, or customer retention
- Preferred: Familiarity with SmartMoving, Dialpad, Slack, or Todoist
- Preferred: Previous experience supporting U.S.-based businesses in a remote environment
Benefits:
- Remote work from the Philippines
- Schedule aligned with U.S. Central Time (America/Chicago)
- Opportunity to develop expertise in customer experience, claims administration, and moving operations
- Collaborative team environment
- Opportunity to contribute directly to customer satisfaction and operational excellence
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