Customer Experience Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Perform post-move follow-ups within 48 hours after moves are completed to assess customer satisfaction.

• Reach out to customers via phone, email, and text to collect feedback and address any ongoing concerns.

• Accurately record customer interactions in the customer management system.

• Recognize service issues and collaborate with relevant departments for timely resolution.

• Oversee the daily management of customer claims, including acknowledgment, follow-up, and documentation.

• Accumulate claim information, supporting documents, photographs, and customer statements.

• Organize comprehensive claim files for management review.

• Monitor the progress of claims, keep stakeholders updated, and escalate issues as necessary.

• Communicate management-approved resolutions in accordance with claims policies and procedures.

• Track the completion of claims and service-recovery cases.

• Invite eligible customers to provide Google reviews.

• Identify potential referrals and facilitate handoffs with the Sales team.

• Monitor review invitations, referrals, and trends in customer feedback.

• Provide AM or PM dispatch coverage after completing required training.

• Support dispatch communication, job oversight, documentation, and operational coordination.

• Adhere to dispatch procedures and ensure accurate handoffs.

• Collaborate with the Service Control Lead to prioritize tasks and uphold service standards.

• Maintain customer records, claim statuses, and follow-up activities using company systems.

• Monitor tasks, deadlines, and action items through Todoist.

• Prepare weekly updates on claims, feedback, service recovery, reviews, and referrals.

• Identify recurring customer issues and suggest process improvements.

• Ensure that customer commitments are fulfilled and documented.

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• Prior experience in customer service, customer support, claims coordination, or a similar administrative position.

• Strong organizational abilities and remarkable attention to detail.

• Capability to handle sensitive customer issues and difficult conversations with professionalism.

• Comfortable making outbound calls and engaging with customers based in the U.S.

• Familiarity with CRM systems, task management tools, and digital communication platforms.

• Ability to juggle multiple priorities, adhere to deadlines, and work autonomously.

• Strong problem-solving abilities and sound judgment in recognizing issues that need escalation.

• Willingness to learn about dispatch operations and provide coverage as needed.

• Availability to work during designated U.S. Central Time operating hours.

• Preferred: Experience in the moving, logistics, transportation, or home services sectors.

• Preferred: Background in claims processing, complaint resolution, or customer retention.

• Preferred: Familiarity with SmartMoving, Dialpad, Slack, or Todoist.

• Preferred: Previous experience supporting U.S.-based businesses in a remote setting.

🏝️ Benefits

• Remote work opportunity from the Philippines.

• Schedule aligned with U.S. Central Time (America/Chicago).

• Chance to develop expertise in customer experience, claims administration, and moving operations.

• Collaborative team environment.

• Opportunity to directly impact customer satisfaction and operational excellence.