What are the responsibilities and job description for the Client Experience Representative position at Muscular Moving Men & Storage?

At Muscular Moving Men, we're not just a moving company - we're a rapidly expanding, family-oriented team that strives to offer a seamless and stress-free experience for our clients. We take pride in delivering exceptional service every step of the way, from the first call to the final move. As we continue to grow, we're looking for driven, customer-focused individuals to join our Client Experience team. This is an exciting opportunity to become part of a close-knit company where your contributions will directly impact our success and reputation.

As a Client Experience Representative, you will play a key role in supporting our clients by providing timely, accurate, and friendly service. You'll be the face of the company for our clients, helping them navigate their moving experience with ease while addressing any concerns or questions they may have. Your role is crucial in maintaining high levels of satisfaction, ensuring that clients have the information they need, and proactively finding solutions to enhance their experience.

If you're passionate about customer service, have strong communication skills, and want to be part of a team that values collaboration and client satisfaction, we'd love to hear from you!

Schedule :

Part-time (30 hours / week) with flexible shifts. Hours will vary based on business needs and seasonality. You'll have the opportunity to work with management to create a schedule that works for you.

Pay Rate :

17 - $20 per hour, DOE

Benefits :

5 Sick Days (up to 40 hours)
4 Annual Company Holidays : New Years Day, 4th of July, Thanksgiving Day, Christmas Day.
401k
Health / Vision / Dental Insurance

Primary Responsibilities :

Serve as the main point of contact for clients, offering accurate and timely information regarding their moves.

Conduct pre-move, mid-move, and post-move calls to keep clients informed and ensure their satisfaction.

Provide clear updates on move schedules, delivery timelines, and changes to plans.

Support clients with long-distance moves, ensuring they have the necessary information and coordinating with internal teams.

Maintain detailed records of client interactions, feedback, and service issues in the company CRM system.

Gather and analyze client feedback and identify areas for improvement in our services.

Track client inquiries and provide insights to the Client Experience Manager to enhance the overall client experience.

Proactively request client reviews on platforms such as Google, Yelp, and others.

Monitor and respond to client reviews, addressing concerns with a solution-oriented approach.

Regularly audit the company website to ensure information (pricing, service descriptions, FAQs) is accurate and up to date.

Assist with processing damage claims, gathering documentation, and ensuring efficient resolution.

Use Microsoft Office and Google Suite to manage client information and create reports.

Collaborate with dispatch, moving teams, and other internal departments to ensure smooth operations and client satisfaction.

Provide backup support to team members as needed.

Requirements & Qualifications :

Proven experience in customer service, client experience, or a related field.

Excellent communication skills, both verbal and written.

Ability to multitask and prioritize effectively in a fast-paced environment.

Familiarity with CRM software and Microsoft Office Suite.

Experience with online reputation management is a plus.

Strong attention to detail and organizational skills.

Ability to analyze feedback and recommend service improvements.

Positive, proactive, and professional attitude with a strong client-focused approach.

Ability to work collaboratively with cross-functional teams.

Work Location : In-person only

Job Type :

Part-time, Flexible Shifts

If you are looking to make a real impact and grow within a dynamic, expanding company, we'd love to have you on board!

Please note that employment with Muscular Moving Men and M3 Commercial Moving & Logistics is subject to successful completion of a background check.

Salary : $17 - $20

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