You will play a key role in delivering an exceptional moving experience for Hilldrup customers. Therefore, you will need to remain motivated as you work in a fast-paced environment, often requiring multi-tasking to accomplish goals and KPI's. In this role, you serve as a primary point of contact for individuals preparing for their moves, guiding them through the relocation process with clear communication, organization, and care. You take pride in exceeding customer expectations and helping reduce the stress that often comes with moving by ensuring every detail is thoughtfully planned and managed. Your strong written and verbal communication skills, along with your service-focused mindset, help create a positive and seamless experience for every customer. You will coordinate approximately 50-60 household goods moves each month while following company guidelines and maintaining cost-effective practices. This includes introducing customers to Hilldrup's relocation management program, scheduling virtual surveys, reviewing move information from origin and destination agents, and completing customer registrations. You will also develop and communicate move estimates and pricing information, collaborate with Client Services and accounts, and work with customers to establish clear and effective move plans. Throughout the process, you will maintain regular communication with customers before, during and after their move, ensuring they remain informed and supported. You will also assist with resolving quality or claims-related concerns using empowered decision-making skills to resolve any customer concerns. By proactively addressing questions and solving problems, you help make each move as smooth and stress-free as possible. You will collaborate with the operations team, sales executives, surveyors, and external partners to ensure all aspects of the move are executed efficiently. You will accurately enter and update move-related data in company systems and provide feedback on opportunities to improve processes and customer experience.

SUPERVISORY RESPONSIBILITIES

None

KEY DUTIES AND RESPONSIBILITIES REQUIRED EXPERIENCE/SKILLS

Education/Work Experience/Certificates Two to three years of previous customer service experience Basic to intermediate level of Microsoft Office Core Skills Customer focused, collaborative, communicative, resilient, strives for inclusion of others, critical thinker, solution-finder, continuously learning, proactive,go-getter, committed to professional development, organized, strong attention to detail, able to develop andmaintainstrong working relationships with others Functional Job Requirements Must be able to operate a computer and communicate with clients for the entire workday. While this role is a hybrid role (required in-office days are Tues, Wed, and Thurs), you maybe required to report to the Stafford office five days a week, at first for learning and development of your role.

PHYSICAL REQUIREMENTS

Ability to sit and work at a computer for extended periods while managing move information, estimates, customer records, and scheduling. Ability to use a computer, keyboard, telephone, and other office equipment with frequent repetitive hand and finger movements. Ability to remain seated or standing for extended periods while communicating with customers, team members, and business partners. Ability to occasionally walk throughout an office environment for meetings, collaboration, and coordination with operations and support teams. Ability to occasionally lift, carry, or move office materials, files, or equipment, potentially weighing up to 25 pounds.