Job Details

Requisition Number 20-0007
Post Date 2/4/2020
Title Coordinator
Work Hours 7:30am - 4:30pm
City El Paso
State TX
Description Job Description:
Hope Administrative Services, DBA as Central Transportation System, Scobey Moving and Storage, Spectrum Relocation Group, and International Moving and Warehouse. Whether directly through our own offices and service centers, or in concert with a worldwide network of service partners, we are positioned to assist our customers with any relocation, anywhere in the world. We are experience you can trust!

The role of the Coordinator is responsible for providing superior service to our Booking Agents, customers and move team. Performs as one of the first contacts with our customers to prepare the customer for their move and coordinates a successful move.

• Manage the entire move experience for customers relocating.
• For COD moves, single point of contact, for Military moves, contact for Booking Agent and customer; representing focus on providing a stellar experience that exceeds customer’s expectation. Act as an advocate for customer to ensure all services requested are performed.
• Contact Booking Agent to confirm correct contact, phone number, email and address.
• Provide call to customer to introduce the services requested, move team and provide expectations prior to the move starting.
• Send introduction letters and perform follow up calls to in-house customers such as residential consumers and commercial customers.
• Perform daily pre-calls to Booking Agent and/or customer to confirm arrival time of crews for next day.
• Perform courtesy call to customers while service is in progress and address any concerns provided by customer. Escalate concern to management when additional assistance is needed.
• Continuously communicate with all parties involved for each move, including operations, drivers, Booking Agent, customers and management.
• Perform a completion of service call to Booking Agent and/or customer to confirm any updates to contact and ensure that customer was provided stellar service. Address any concerns noted by customer or Booking Agent.
• Initiate each move by registering or requesting services from operations.
• Receives service requests from Booking Agents, JPPSO, in-house sales staff and Corporate Office and enter all order information into company’s move management system.
• Forward move information to branch surveyor/salesperson to schedule and perform on site pre-move inspection (survey).
• Receives completed survey and enter results into move management system and forward information to appropriate parties, such as Booking Agents or customers.
• Request approval for special requirements and third-party services as noted in the pre-move survey for each move. Schedule and coordinate third party services.
• For in-house orders such as consumer and office moves, receive complete move documentation from management or sales person. Enter information into company’s move management system and van line system, if applicable.
• Prepare paperwork for all types of moves, including local crew documents and long-haul driver packets. Audit paperwork for completeness prior to sending to Booking Agent and billing.
• Assistance with maintenance of inventory of required documents utilized for all types of moves.
• Depending on branch requirement, may provide long haul drivers contact information of outside laborers to assist with loading and unloading.
• Assist with answering incoming telephone calls and operations emails from Booking Agents and corporate office.
• Takes pride, ownership and accountability in work performed.
• Maintain and contribute to a safe work environment by adhering to policies and procedures as outlined in the Company Safety Program.
• Perform any other task or assignment as deemed necessary by the organization.
Requirements Education and/or Experience:
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Prior moving and storage experience is preferred but not required
• 1-year customer service or coordinator experience preferred.
• Excellent verbal and written communication skills.
• Must like working in a team environment and partnering with others.
• Ability to work well in time-sensitive situations where customer satisfaction is the goal.
• Proven ability to apply attention to detail, role-related accuracy and task follow-through in a fast-paced environment.
• Ability to handle changing priorities and competing deadlines.
• Positive, proactive, and professional demeanor.
• Excellent customer service skills.
• Ability to read and interpret documents such as operating and procedure manuals. Ability to write routine reports and correspondence.
• The ability to prioritize and complete multiple tasks in a timely manner.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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