Job Description

Mother Lode Van & Storage, Inc, agents for northAmerican Van Lines is now hiring a customer focused and enthusiastic individual to join our team. This role will use selling skills as well as in-depth understanding of our companies services in order to create a relationship with our customers and coordinate their relocation needs.

Mother Lode offers career path opportunity, on-the-job training, working as part of a supportive team and the ability to gain an understanding of the relocation and transportation industry.

Basic Job Responsibilities and Duties

Coordinating each facet of a registered sales order from inception to completion.
Interact with customers, sales, operations, administration, claims and other departments to ensure the best possible customer experience via phone, email, video, or fax communication.
Communicate results of each step in the process to all parties including the relocation administrator where so required by agreement or request.
Set up customer profile in accordance with company policy. Confirm payment terms.
Register orders as they are received from sales and account representatives.
Confirm relocation start and end date with customer and dispatch.
Initiate effective phone contact with each assigned transferee to arrange for survey, obtain o/a and d/a pertinent shipment information.
Review pre-move information and review customer profile with transferee.
Issue Introduction letter, and send pre-move information kit to transferee, select o/a and d/a.
Communicate special needs/requests that fir within policy to o/a, d/a, and other service providers.
Register shipment with van line, or local dispatch, verify crew/driver assignments, confirm pack and load dates with all necessary parties.
Confirm packing/crating, high value antiques, special handling with all parties
Call transferee on pack day, load day to confirm service quality
Send customer check in email 2 days before the project. Email to confirm onsite contacts, start time, origin and destination address and scope of work.
Serve as the primary liaison between each assigned account, the agency, the van line, the assigned service representative and MLVS project supervisor.
Responds promptly to potential service failures, interact with all parties to obtain satisfactory solutions.
Serve as customer advocate in all matters.
Interact with operations as necessary to ensure timely communication of any customer requirements that deviate from the agreed upon scope of work.
Complete assigned reports in a timely and accurate manner.
Complete special projects as assigned. (Marketing)
Attend one training course per year.

Education/Experience

High School Diploma or equivalent required. Two to Three years of customer service and/or prior moving and storage industry experience preferred.

Job Type: Full-time

Salary: $21.00 - $26.00 per hour

Experience:

Call Center: 1 year (Preferred)
Sales: 1 year (Preferred)
Customer Service/Coordinating: 1 year (Required)
Moving Industry: 1 year (Preferred)

Education:

High school or equivalent (Required)

Work Location:

One location, In-Office.

Benefits:

Health insurance
Dental insurance
Vision insurance
Retirement plan

Communication method(s) used:

Email
Phone
Chat
In person

Job Duties:

Answer incoming customer inquiries (Call-ins, company chat, & email inquiries)
Collaborate with management teams to stay updated on new products, services, and policies.
Engage with clients in a friendly and professional manner while actively listening to their concerns.
Coordinate with customers from the beginning to the end of their relocation. Notate when applicable within our internal dispatch/coordination/sales programs (NetSirv, MoveScout, SIRVA applications)
Work closely with sales team (You will be setting their appointments and providing customer service/coordinating their bookings.
Offer support and solutions to customers in accordance with the company's customer service policies.
Other duties as requested

This Company Describes Its Culture as: