Customer Experience Coordinator
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Job Description
Customer Experience Coordinator responsible for counseling customers on moving-related services. Liaising between customers and service providers to create an exceptional experience in relocation.
Responsibilities:
- This position is responsible for counseling and educating the customer on all moving-related service needs.
- This position’s main purpose is to liaison between the customer, client, Suddath Account Manager and all service providers with an overall goal of creating an exceptional experience.
- Perform introductory and pre-move counseling call meeting the client’s SLA.
- Perform, with the customer moving, all pre-move calls, pack/load/delivery calls, etc.
- Manage the day-to-day customer service needs of all customers and clients.
- Provide clear communication, both verbal and written to all customers and clients.
- Provides timely and accurate information in response to incoming customer phone and email messages.
- Analyze survey results to identify items outside of the client policy and communicate those with the customer or seek exception approval from the client when appropriate.
- Process customer files according to established client policies.
- Ensure proper COD collection is obtained for overages.
- Update and maintain operating system with accurate and timely data in all platforms, including the client’s management system.
- Perform daily workflow tasks and ensure all contact points are made on each move within the assigned timeframe.
- Obtain actual services rendered (i.e. weight, labor, etc.) prior to delivery and communicate with the client or customer any additional COD charges outside the client’s relocation policy.
- Timely management of the collection of these overages prior to delivery.
- Maintain acceptable post-move survey scores that align with client SLA’s and/or Suddath internal goals and SLA’s.
Requirements:
- High School diploma (bachelor’s degree preferred)
- Two years experience in relocation or closely related customer service industry preferred.
- Type 40-50 WPM
- Proficiency in Microsoft Office
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports.
- Ability to speak effectively before groups of customers or employees of organization.
- Excellent written and verbal communication skills.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
Benefits:
- A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
- Weekly pay for hourly-paid employees
- Biweekly pay for salaried employees
- Paid Time Off (PTO) and paid company holidays
- A tuition reimbursement plan where employees are encouraged to continue their education and development
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