Customer Care Coordinator

colemanwm; Louisville (KY); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Vacation pay after 1 year

Health benefits

6 paid holidays after 90 days

Referral program

Job summary

Coleman Worldwide Moving is seeking a Customer Care Coordinator in Louisville, KY to book and coordinate shipments for military or consumer moves. You will act as the primary liaison with customers, collect and relay shipment information, update the company software, and ensure timely communication about move expectations and arrival times.

You will monitor emails, track ETAs, verify information, secure payments, and coordinate with crews and claims to resolve issues, delivering proactive,

Qualifications

• High school diploma or equivalent required.
• Good telephone communication skills are required.
• Previous customer service experience is required.
• Previous data entry experience is required.

Responsibilities

• Monitor email for new shipment offerings.
• Collect pre-move surveys and weights and preapprovals; update company software and the carrier.
• Track shipments' ETA and delivery information; update systems and monitor email to clear shipments.
• Serve as main point of contact for moves, internally and externally.
• Monitor quality scores and verify accuracy.
• Secure customer payment; verify method of payment and annotate credit card.
• Confirm information provided by customer and ensure accuracy for the agent.
• Liaise between agents and customers to schedule packing, pickup, or delivery.
• Proactively communicate information from operations about move details.
• Coordinate with customers and claims to rectify damages.
• Escalate unresolved issues to supervisor to ensure satisfaction.
• Other duties as assigned.

Skills

Customer service

Communication

Data entry

Microsoft Office

Education

High school diploma or equivalent

Tools

Company software

Job description

The Customer Care Coordinator will book and coordinate either military or consumer shipments, act as liaison to customer, providing support and communication with customer about expected move and arrival times and dates, collect and relay shipment information and documentation for customers, and distribute information to appropriate facilities, and provide problem resolution as necessary. Compensation range is $16-$18/hr depending on experience.

Essential Functions:

• Monitor email for new shipment offerings
• Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier
• Track shipments’ estimated time of arrival and delivery information and update company software and the carrier and monitor clearing email to clear shipments as they arrive
• Main point of contact for moves, both internally and externally
• Monitor quality scores and verify accuracy
• Secure customer payment, including verify method of payment, credit card annotation
• Confirm any and all information provided from the customer and ensure the agent has the accurate information
• Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment
• Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information
• Proactively coordinate with customers and claims to rectify any damages that may occur
• Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction
• Other duties as assigned

Knowledge, Skills and Abilities:

• Efficient data entry ability,
• Knowledge of, or ability to learn, company software
• Problem-solving skills to ensure accurate records
• Ability to handle stressful situations and conversations
• Knowledge of Microsoft Office Suite

Required Education and Experience:

• High school diploma or its equivalent
• Good telephone communication skills required
• Previous customer service experience required
• Previous data entry experience required

Working Conditions:

• Indoors
• Office Environment
• Sitting for long periods of time

Coleman Worldwide Moving Benefits for Employees (not applicable for seasonal employees if not stated):

• 40 hours of VACATION PAY after 1-year employment
• Array of voluntary health benefits including but not limited to (Health, Dental, Vision, 401k, and more)
• 6 paid holidays after 90 days for Full Time employees (Seasonal Included)
• Referral Bonus Programs

Coleman Worldwide Moving (and affiliated companies) (collectively “CWM”) is an equal opportunity and affirmative action employer. Policy prohibits discrimination or harassment on the basis of race, color, religion, national origin, ancestry, sex, age, marital status, familial status, pregnancy, genetic information, sexual orientation, disability, veteran status or other protected status. CWM will continue to support and promote equal employment opportunity, human dignity, and cultural diversity. This policy applies to all personnel matters such as compensation, benefits, transfers, Company sponsored training, education, and social and recreational programs. This commitment is made by CWM in accordance with federal, state, and/or local laws and regulations