Customer Care Coordinator
About The Position
The Customer Care Coordinator will book and coordinate either military or consumer shipments, act as liaison to customer, providing support and communication with customer about expected move and arrival times and dates, collect and relay shipment information and documentation for customers, and distribute information to appropriate facilities, and provide problem resolution as necessary. Essential Functions: Monitor email for new shipment offerings Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier Track shipments’ estimated time of arrival and delivery information and update company software and the carrier and monitor clearing email to clear shipments as they arrive Main point of contact for moves, both internally and externally Monitor quality scores and verify accuracy Secure customer payment, including verify method of payment, credit card annotation Confirm any and all information provided from the customer and ensure the agent has the accurate information Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information Proactively coordinate with customers and claims to rectify any damages that may occur Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction Other duties as assigned
Requirements
- Efficient data entry ability
- Knowledge of, or ability to learn, company software
- Problem-solving skills to ensure accurate records
- Ability to handle stressful situations and conversations
- Knowledge of Microsoft Office Suite
- High school diploma or its equivalent
- Good telephone communication skills required
- Previous customer service experience required
- Previous data entry experience required
Responsibilities
- Monitor email for new shipment offerings
- Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier
- Track shipments’ estimated time of arrival and delivery information and update company software and the carrier and monitor clearing email to clear shipments as they arrive
- Main point of contact for moves, both internally and externally
- Monitor quality scores and verify accuracy
- Secure customer payment, including verify method of payment, credit card annotation
- Confirm any and all information provided from the customer and ensure the agent has the accurate information
- Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment
- Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information
- Proactively coordinate with customers and claims to rectify any damages that may occur
- Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
