{"id":3834947,"url":"https://alion.io/job/big-league-movers-customer-experience-coordinator","title":"Customer Experience Coordinator","company":{"id":4489793,"name":"Big League 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Move CoordinatorCompany: Big League Movers\nLocation: Remote – PhilippinesSchedule: Aligned with U.S. Central Time (America/Chicago)\nDepartment: Service Control / Customer Experience & Claims\nAbout the RoleAt Big League Movers, we believe the customer experience doesn't end when the moving truck leaves.\nWe're looking for a highly organized, proactive, and customer-focused Post Move Coordinator to help ensure every customer receives the attention, follow-through, and support they deserve after their move.\nIn this role, you'll be responsible for managing post-move customer communications, coordinating claims and service recovery, gathering customer feedback, and supporting our dispatch operations when needed.\nYou'll play an important role in protecting customer relationships, resolving concerns efficiently, and ensuring that no customer issue falls through the cracks.\nKey ResponsibilitiesCustomer Experience & Post-Move Follow-Up\n\nConduct post-move follow-ups within 48 hours of completed moves to evaluate customer satisfaction.\n\nReach out to customers through phone, email, and text to gather feedback and identify outstanding concerns.\n\nDocument all customer interactions accurately in our customer management system.\n\nIdentify service issues and coordinate with the appropriate departments to ensure timely resolution.\n\nMaintain professional, empathetic, and solution-oriented communication with customers.\n\nClaims Coordination & Service Recovery\nManage the day-to-day administration of customer claims, ensuring timely acknowledgment, follow-up, and documentation.\n\nGather relevant claim information, supporting documents, photos, and customer statements.\n\nCoordinate with internal teams to ensure claim files are complete and ready for management review.\n\nMonitor claim progress, communicate updates to customers, and escalate concerns appropriately.\n\nCommunicate management-approved resolutions while following established claims policies and procedures.\n\nEnsure all claims and service-recovery cases are properly documented and tracked through completion.\n\nCustomer Reviews & Referrals\nInvite eligible customers to share their experiences through Google reviews in accordance with company guidelines.\n\nIdentify potential customer referrals during follow-up conversations.\n\nCoordinate referral information with the Sales team and ensure successful handoffs.\n\nTrack review invitations, referrals, and customer feedback trends.\n\nDispatch & Operational Support\nProvide AM or PM dispatch coverage when assigned and after completing the required training.\n\nAssist with communication, job monitoring, documentation, and operational coordination during assigned dispatch shifts.\n\nFollow established dispatch procedures and ensure accurate handoffs between team members.\n\nWork closely with the Service Control Lead to manage priorities and maintain consistent service standards.\n\nDocumentation, Reporting & Accountability\n\nMaintain accurate customer records, claim statuses, and follow-up activities using company systems.\n\nTrack assigned tasks, deadlines, and outstanding action items through Todoist.\n\nPrepare weekly updates covering claims, customer feedback, service recovery, reviews, and referrals.\n\nIdentify recurring customer concerns and recommend opportunities for process improvement.\n\nEnsure customer commitments are followed through and properly documented.\n\nQualifications & Requirements\nExcellent written and verbal English communication skills.\n\nPrevious experience in customer service, customer support, claims coordination, or a related administrative role.\n\nStrong organizational skills and exceptional attention to detail.\n\nAbility to handle sensitive customer concerns and challenging conversations professionally.\n\nComfortable making outbound calls and communicating with U.S.-based customers.\n\nExperience working with CRM systems, task management platforms, and digital communication tools.\n\nAbility to manage multiple priorities, follow deadlines, and work independently.\n\nStrong problem-solving skills and sound judgment when identifying issues that require escalation.\n\nWillingness to learn dispatch operations and provide coverage when necessary.\n\nAvailability to work during assigned U.S. Central Time operating hours.\n\nPreferred Qualifications\nExperience in the moving, logistics, transportation, or home services industry.\n\nBackground in claims processing, complaint resolution, or customer retention.\n\nFamiliarity with SmartMoving, Dialpad, Slack, or Todoist.\n\nPrevious experience supporting U.S.-based businesses in a remote environment.\n\nWhat We're Looking ForWe're looking for someone who takes ownership, follows through consistently, and genuinely cares about the customer experience.\nThe ideal candidate is someone who:\nTakes initiative rather than waiting to be reminded.\n\nRemains calm, empathetic, and professional when handling customer complaints.\n\nPays close attention to documentation and accuracy.\n\nUnderstands the importance of following established procedures.\n\nCommunicates proactively and escalates issues before they become bigger problems.\n\nCan balance customer-facing responsibilities with operational tasks.\n\nValues accountability, teamwork, and continuous improvement.\n\nWhy Join Big League Movers?You'll be part of a collaborative team focused on delivering excellent customer experiences and continuously improving how we operate.\nThis position offers the opportunity to develop expertise in customer experience, claims administration, and moving operations while contributing directly to customer satisfaction and operational excellence.\nIf you're passionate about customer service, enjoy bringing structure to complex situations, and take pride in seeing things through to completion, we'd love to hear from you!\nOriginally posted on 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