Move Coordinator

Hilldrup• Stafford, VA, US, VA

5h•$22 - $25•Hybrid

About The Position

The Move Coordinator serves as a primary point of contact for individuals preparing for their moves, guiding them through the relocation process with clear communication, organization, and care. The role focuses on exceeding customer expectations and reducing the stress associated with moving by thoughtfully planning and managing details. It requires motivation in a fast-paced environment and the ability to multitask to accomplish goals and KPIs. The coordinator manages approximately 50–60 household goods moves each month while following company guidelines and maintaining cost-effective practices. Duties include introducing customers to Hilldrup’s relocation management program, scheduling virtual surveys, reviewing move information from origin and destination agents, completing customer registrations, developing and communicating move estimates and pricing, collaborating with Client Services and accounts, and establishing effective move plans with customers. The role maintains communication with customers before, during, and after moves and assists in resolving quality or claims-related concerns through empowered decision-making. The coordinator also works with operations, sales executives, surveyors, and external partners to execute moves efficiently; enters and updates move data in company systems; and provides feedback on opportunities to improve processes and the customer experience. This is a hybrid role with required in-office days Tuesday, Wednesday, and Thursday. The employee may initially be required to report to the Stafford office five days a week for learning and development.

Requirements

Two to three years of previous customer service experience.
Basic to intermediate proficiency with Microsoft Office.
Strong written and verbal communication skills and a service-focused mindset.
Customer-focused, collaborative, communicative, resilient, and inclusive approach.
Critical thinking and problem-solving skills; proactive and solution-oriented.
Organized, with strong attention to detail and the ability to multitask in a fast-paced environment.
Ability to develop and maintain strong working relationships.
Committed to continuous learning and professional development.
Ability to sit and work at a computer for extended periods while managing move information, estimates, customer records, and scheduling.
Ability to use a computer, keyboard, telephone, and other office equipment with frequent repetitive hand and finger movements.
Ability to remain seated or standing for extended periods while communicating with customers, team members, and business partners.
Ability to occasionally walk throughout an office environment for meetings and collaboration.
Ability to occasionally lift, carry, or move office materials, files, or equipment weighing up to 25 pounds.

Responsibilities

Coordinate approximately 50–60 household goods moves per month while following company guidelines and cost-effective practices.
Introduce customers to Hilldrup’s relocation management program, schedule virtual surveys, review information from origin and destination agents, and complete customer registrations.
Develop and communicate move estimates and pricing information.
Collaborate with Client Services and accounts, and work with customers to establish clear, effective move plans.
Maintain regular communication with customers before, during, and after their moves.
Assist with quality- or claims-related concerns and resolve customer concerns using empowered decision-making.
Coordinate with the operations team, sales executives, surveyors, and external partners to ensure moves are executed efficiently.
Accurately enter and update move-related data in company systems.
Provide feedback on opportunities to improve processes and the customer experience.
Operate a computer and communicate with clients throughout the workday.