Customer Experience Coordinator

Role Overview

• 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