OUR CULTURE

· We work in a close, team environment. We love the motto “teamwork makes the dream work.” We pride ourselves on working together to always provide Real.Personal.Service

· We have a casual work environment where jeans, tees, and tennis shoes are encouraged

· Regular company events focused on team building including team lunches, holiday parties, and birthday celebrations

· Hybrid in office and at homework schedules to promote a healthy work/life balance

· Generous paid holidays and paid days off that increase with seniority in the company

· Full benefits including medical, dental and vision insurance as well as 401K with company matching

· We live by the “work hard, play hard” mentality

**Job Summary:**

As the Customer Experience Coordinator, you will serve as the customer advocate and will be responsible for client satisfaction based on call ownership and first-time call resolution. You will be responsible for using talking points and various resources to identify the client’s need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

RESPONSIBILITIES Include, but are not limited to:

· This role will sit within our international team focusing on our customers moving in to and out of the United States

. Ensures on-going communication throughout the move and partners with account management on changes and delays to keep corporate clients informed.

· Deliver top quality service to our customers while obtaining information and educating them on the relocation process.

· Helps customer by answering questions and offering suggestions for additional services needed.

· Proactively identify and troubleshoot potential transferee service failures and act on prevention. Problem resolution may include alternative avenues.

· Consistently, thoroughly and in a timely manner add notes updating orders touched to ensure accurate exchange of information and effective internal communication.

· Accepting inbound and outbound calls and return client calls within 2 hours of receipt.

· Train and be proficient in offering Managed Services that support our customers’ needs.

· Conduct and maintain a goal of completing 100% of Post Move surveys striving for the highest level of customer satisfaction.

· Strive to meet assigned client scorecard goals that support overall company performance.

· Produce great results measured by customer satisfaction, efficiency, and on-time delivery established by company goals and KPI’s.

· Participates in rotation plan for on-call support for weekend service.

· Provide follow-up/feedback to internal associates on issue resolution as needed while keeping upper management informed.

· Additional customer related duties as assigned.

Job Type: Full-time

Pay: $41,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Hybrid work
• Office

Ability to Commute:

• Carmel, IN 46280 (Preferred)

Ability to Relocate:

• Carmel, IN 46280: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Carmel, IN 46280