What are the responsibilities and job description for the Services Coordinator Customer Service position at Hilldrup?
Job Summary :
Serves as main point of contact for UniGroup booking agency representatives requesting origin and / or destination services for domestic household goods or auto moves in the DMV market. Acts as liaison between booking agent coordinators, Hilldrup operations staff, Hilldrup crewmembers, billing, and customers as required. Responsible for communicating agent capacity, customer expectations, pricing when applicable, and following established processes to reserve requested services then monitor and follow through to completion.
Represent Hilldrup in continuously providing top quality service to all UniGroup agents and their customers in the coordination of their relocations. Establish and provide clear instructions setting up service crews for successful execution and customer satisfaction. Frequent contact with UniGroup agents, customers, dispatchers, and salespersons via written and verbal methods to include email communications, phone conversations, and work order instructions. Consistently compose thorough documentation and record keeping to ensure quality service and protection of Hilldrup revenue.
Supervisory Responsibilities :
NONE
Duties / Responsibilities :
- Review service requests for origin / destination services and respond timely according to established protocols.
- Confirm specific instructions / expectations and reservations to include pre-move survey scheduling, origin services, destination services, and monitoring of said services to completion.
- Communicate pre-move survey results and service requirements to UniGroup booking agent coordinator. Confirm adequate services are reserved and provide pricing as required for non-tariff items.
- Ensure all required instructions and expectations are communicated through work orders and service reservations.
- Initiate intra-state, local, and permanent storage files when appropriate.
- Work with Hilldrup operations daily in the scheduling of shipments.
- Manage daily workflow to provide 'on books' times, confirm acceptable progress of inbound / outbound shipments, compliance with consumer regulations regarding SIT to perm conversions, and other required communications with booking agents.
- Partner with third party vendors as needed to arrange for specialty services upon request.
- Responsible for developing and maintaining relationships within Hilldrup's preferred partner agents.
- Demonstrate a pro-active approach to problem resolution. Anticipate potential issues that could arise and work with leadership on prevention of service failures or expedient resolution that results in customer / booking agent satisfaction.
- Performs other duties as assigned.
Values / Competencies
You are Hilldrup to the customer.
We show respect and integrity to our customers, partners and each other in all that we do and at all times, even when no one is watching.
We are committed to our customers, each other and our Hilldrup values with steadfast resolve.
Let your voice be heard and listen!
People want to be around and do business with people who are positive and happy. There are two ways to look at every situation - we focus on the positive side.
Flexibility is the key in developing long-term business success. But we do it with purposeful planning.
Required Skills / Abilities :
Qualifications
Required Education : High school diploma and / or equivalent work experience.
Required Experience : Minimum of one year of customer service experience. Experience in the moving and storage industry is preferred.
Why Hilldrup?
Hilldrup is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Incumbents offered this position must successfully complete a background and drug test to continue with employment.
