A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Champaign-Urbana, IL Federal Companies, an Allied Van Lines agent with more than 110 years of experience, is seeking an organized, customer-focused Lead & Customer Success Coordinator to support our growing household goods division. This role serves as the vital connection between our marketing efforts, sales consultants, and customers, ensuring every lead receives prompt attention and every customer enjoys a seamless experience from their first inquiry through the moving process. Primary Responsibilities Review, verify, and qualify incoming sales leads from multiple marketing sources. Contact prospective customers promptly and gather information necessary to schedule an estimate. Schedule virtual, telephone, and in-home survey appointments for the appropriate sales consultant based on market coverage and availability. Coordinate calendars to maximize efficiency and appointment opportunities. Maintain accurate customer and lead information within the CRM system. Follow up with prospective customers to improve appointment conversion and overall customer satisfaction. Assist customers throughout the relocation process by answering questions and directing them to the appropriate team members. Serve as a communication liaison between customers, sales consultants, move coordinators, and operations personnel. Monitor lead activity and appointment status to ensure no opportunities are overlooked. Support marketing initiatives by tracking lead sources, campaign performance, and customer feedback. Deliver exceptional customer service while creating a positive first impression of Federal Companies. Qualifications Outstanding communication and customer service skills. Highly organized with excellent attention to detail. Ability to prioritize multiple tasks in a fast-paced environment. Comfortable working with CRM software, Microsoft Office, and scheduling tools. Positive attitude with strong problem-solving skills. Previous experience in customer service, inside sales, scheduling, or administrative support preferred. Experience in the moving, logistics, or transportation industry is a plus but not required. What We're Looking For The ideal candidate is energetic, organized, and enjoys helping people. They thrive on staying ahead of details, communicating effectively with customers and coworkers, and ensuring every lead is handled quickly and professionally. This role is critical in creating an outstanding customer experience while supporting our sales team and driving company growth.
Pay:
From $16.00 per hour
Benefits:
401(k) Dental insurance Health insurance Vision insurance
