Relocation Coordinator

Suddath Companies • Jacksonville, FL

7d • $22 - $26

About The Position

This position is responsible for counseling and educating the customer on all moving related service needs. This position’s sole purpose is to liaison between the customer, Relocation Consultant/Suddath Sales staff and all service providers with an overall goal of creating an exceptional experience. This position reports directly to the Residential Services Manager.

Requirements

• Excellent verbal and written communication skills
• Highly customer service oriented
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities
• Excellent teamwork and interpersonal skills required
• Ability to work under deadlines and specific time frames
• Ability to develop and maintain positive working relationships with internal and external customers
• High School diploma (Bachelor’s degree preferred)
• One year experience in relocation or closely related customer service industry preferred.
• Type 40-50 WPM
• Proficient in Microsoft Office

Responsibilities

• Perform introductory and pre-move counseling call.
• 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 Suddath policy and communicate those with the customer or seek exception approval from their Manager or appropriate Sales staff.
• Analyze survey results to identify items/services not priced properly; and communicate those with the customer or seek exception approval from their Manager or appropriate Sales staff.
• Provide back-up support to team members when needed or directed by their Manager.
• Process customer files accordingly to secure positive revenue.
• Ensure proper COD collection is obtained for overages.
• Update and maintain operating system with accurate and timely data in all platforms, including move notes and conversations had with the customers.
• 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 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.
• Minimal write-offs that would negatively impact Moving and Storage and/or Suddath.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees