Job Title: Customer Care Coordinator

Description:

This position serves as the single point of contact for residential homeowners during the transfer of household goods from origin to destination.
As the liaison between the Sales Consultant, Operations and Customer, the coordinator coordinates all aspects of the residential move to ensure high quality service delivery.
The Customer Care Coordinator ensures all relocation activities are performed in accordance with contractual and industry guidelines.

Responsibilities:

Obtain and maintain all necessary information data to ensure an efficient and timely relocation for the customer
Alert appropriate parties to any changes, modifications to schedule, etc.
Ensure file content is complete and accurate
Provide education and information to customers as needed relative to their move process
Communicate directly with the customer to schedule and confirm appointment times, delivery and start times for all assigned jobs/service activities within the system

Daily Tasks:

Answer incoming calls
Monitor voicemails and return calls within the same day
Monitor emails and reply within the same day
Monitor new moves booked and assigned to you
Coordinate and schedule services if applicable such as third-party specialty services, auto carrier, additional pack or load dates, etc.
Pre-confirmation calls/emails to customer prior to start of services
Check on calls during services to customers
Handle all other inquiries or concerns as they arise, assist in collecting charges, claims process, etc.

New Move Tasks:

Review, correct, update move file once booked
Contact the customer via Jarvis by sending a Service Confirmation Email
Call customer at that point if necessary
Set up additional services for third party, packing, loading as needed
File and upload documents in JIM
Update appropriate parties with information as needed such as operations, sales, customer, customer care team, etc.

Benefits:

Required documents:

Notes:

Job Title: Customer Care Coordinator

Description:

This position serves as the single point of contact for residential homeowners during the transfer of household goods from origin to destination.
As the liaison between the Sales Consultant, Operations and Customer, the coordinator coordinates all aspects of the residential move to ensure high quality service delivery.
The Customer Care Coordinator ensures all relocation activities are performed in accordance with contractual and industry guidelines.

Responsibilities:

Obtain and maintain all necessary information data to ensure an efficient and timely relocation for the customer
Alert appropriate parties to any changes, modifications to schedule, etc.
Ensure file content is complete and accurate
Provide education and information to customers as needed relative to their move process
Communicate directly with the customer to schedule and confirm appointment times, delivery and start times for all assigned jobs/service activities within the system

Daily Tasks:

Answer incoming calls
Monitor voicemails and return calls within the same day
Monitor emails and reply within the same day
Monitor new moves booked and assigned to you
Coordinate and schedule services if applicable such as third-party specialty services, auto carrier, additional pack or load dates, etc.
Pre-confirmation calls/emails to customer prior to start of services
Check on calls during services to customers
Handle all other inquiries or concerns as they arise, assist in collecting charges, claims process, etc.

New Move Tasks:

Review, correct, update move file once booked
Contact the customer via Jarvis by sending a Service Confirmation Email
Call customer at that point if necessary
Set up additional services for third party, packing, loading as needed
File and upload documents in JIM
Update appropriate parties with information as needed such as operations, sales, customer, customer care team, etc.

Benefits:

Required documents:

Notes: