Customer Experience Coordinator

JJOB DESCRIPTION:

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:

· 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.

CORE COMPETENCIES

1. Ability to meet goals and effectively fulfill duties in environment of rapidly changing work flow and/or volume.

2. Strong track record of collaboration, customer service in a fast-paced dynamic environment.

3. Results oriented and comfortable working in a fast-paced environment requiring prioritization and ownership.

4. Driven, enthusiastic, competitive and results focused.

5. Ability to work in a team environment while also delivering individual results

Job Type: Full-time

Pay: $42,154.13 - $50,766.26 per year

Benefits:

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

Shift:

• Day shift

Ability to Relocate:

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

Work Location: In person

Salary : $42,154 - $50,766