Move Coordinator

Interstate Group Holdings, Inc.
Springfield, VA
Mar 20, 2017
Mar 21, 2017
Accountant, IT
Full Time
Move Coordinator, Interstate Van LinesSummary This position is responsible for providing full-service move management that promotes customer satisfaction and positively impacts the Companya€ (TM) s shipment and financial performance. This individual works closely among a team of Customer Care representatives, Van Lines Operations Planners and Dispatchers, Transportation Service Providers and Transportation Offices throughout the country to proactively manage the relocation process, including post-delivery service recovery and service evaluations to support the companya€ (TM) s short and long term strategic business objectives.ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Qualifications a€ cents Initiate relationship building and fact gathering welcome call, to produce informative customer profile a€ cents Perform necessary administrative tasks pertaining to dates, authorizations, and customer or transportation service provider requests a€ cents Record all correspondence had by phone, text, and/or email in Interstate Management System (IMIS) a€ cents Update survey, pre-approvals, delivery address and date in DPS in a timely and accurate manner a€ cents Advise and confirm customers of pre-pack, in transit ETA, and pre-delivery dates a€ cents Communicate at expected milestones to measure service, resolve issues as necessary a€ cents Notify customer of any changes to schedule that affect them, to avoid unnecessary inconvenience a€ cents Record, recover or escalate necessary service failures to upper management a€ cents Monitor distressed shipments and provide customer updates for late shipments, as requested a€ cents Perform internal post-delivery surveys, to include service recovery to reduce customer dissatisfaction a€ cents Influence post-delivery behavior of satisfied customers to encourage and follow up with Military CSS survey completion a€ cents Achieve 95% of predetermined customer touch-points throughout the service delivery phase a€ cents Achieve a minimum of 5 military CSS surveys per week above the company designated minimum score threshold a€ cents Work professionally as a team player exhibiting timely, professional and proactive customer service skills a€ cents Utilize strong time management, organization skills and prioritization in a fast-paced environment a€ cents Comprehend DP3 Business Rules, DTR, Ita€ (TM) s Your Move regulations a€ cents Acclimate to different software applications; IMIS, Easy DPS, DPS, Avaya Call Center Software a€ cents Recognize varying levels of customer concerns, emotions, and stress points in order to adapt accordingly to meet customer expectations a€ cents Exhibit and practice courteous, timely, and professional communication through all customer (external and internal) interactions by phone, written, or in person encounters Education and/or Experience High School Graduate or General Education Degree (GED): Required. One to three years of related experience and/or training, or a combination of education and experience. .

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