National Account Coordinator

General Position Summary

Responsible for the specific daily duties, activities, and assignments associated with the relocations for customers that we are functioning as the main point of contact in their relocation. This is a high energy position requiring sound decision making, excellent communications skills, oral (telephone skills) and written, ability to multi-task, and sterling customer relations skills.  He or she must have the ability to continually prioritize various day to day job responsibilities and make sound decisions involving customers and/or accounts.

Essential Functions / Major Responsibilities

• Monitor move process to assure the internal Customer Service steps for Successful Relocation as documented in Section 4 of the Planes Customer Service Manual are being followed.
• Manage each moves performance through the Proactive Quality management (PQM) process; measurability, evaluation, accountability, corrective action-ongoing training, and timely rewards.
• Responsible for all internal and external needs of our customers and accounts for each move to include total quality, all contact, all service issues and sales understanding for each move.
• Coordinate all efforts of the entire move process with sales, operations, the account, 3^rd party providers, other agents, claims, van operators, pack crews and billing.
• Notify Team Leader/Director/Vice President of any difficulties with job duties or assignments.
• Properly updating all required fields in Movers Suite and the United Van Lines system for each activity associated with each move. These include but are not limited to registration, pricing, notes, moving dates, origin agent, destination agent, and hauling agent.
• Properly set and accomplish move tasks, notifying supervisor when help is needed or when you are available to help others complete their activities.
• Maintain a high level of customer satisfaction.
• Properly communicate the importance of the post-move survey to the customer.
• Assist other team members or other teams as needed.
• Assist other Relocation Counselors’ customers with any question when needed.
• Maintain a positive voice on the phone.
• Never communicate internal issues or negative comments to internal or external customers or partner agents.
• Properly maintain and prepare a paperwork file, including needed bills of lading, maps and estimate order for service.
• Closely monitor voice mail, change voice mail daily to indicate your availability, and retrieve voice mail messages as soon as the indicator light is “on.”
• Return all phone calls and all e mails the same day within two hours.
• Adhere to all call center requirements including staying logged in to the call center when seated and answering all calls.
• Demonstrate a willingness to improve job-related skills, be responsive to direction and criticism; show flexibility and creativity in completing work assignments.
• Keep the Team Leader/Director informed of occurrences and potential problems affecting the daily operations of the department and / or affecting customer satisfaction with the move process.
• Develop and maintain a positive, supportive, and productive working relationship with managers, coworkers, team members, other United Agencies, and customers (both internal and external).
• Adhere to all company policies and procedures as outlined in the Employee and Departmental manuals.
• Maintain a Unigroup University student ID number. Be willing to take classes as directed by Company.
• Additional job assignments or projects as directed by the supervisor as deemed necessary for the benefit of the company.

Specific Job Skills

• Excellent verbal and written communication skills (emphasis on verbal skills)
• Genuinely enjoy working with people and providing assistance to others
• Be “tough-minded” and not personalize conversations / communications
• Ability to organize and prioritize daily work load; shifting priorities as needed
• Must be able to multi-task under time constraints
• Must be PC literate; Windows, Word, Excel and email.

Education and / or Experience

• High school diploma or G.E.D. required
• Minimum two years experience in related customer service or related industry

Job Conditions

• 40 hours per week required, with some flexibility (M-F 8:00-5:00, 8:30-5:30, or 9:00-6:00; some Saturday 8AM-12N)
• Demanding, fast paced work environment
• Prolonged periods seated at a desk.
• Heavy volume of telephone activity
• Heaviest volume of work occurs during summer peak season (May through September)