Job Responsibilities
- Acts as the first point of contact for new and existing customers to establish a rapport and build confidence in TWO MEN AND A TRUCK® services
- Asks open-ended, probing questions to determine customer requirements and expectations
- Directly and accurately inputs information in to “Movers Who Care®” software to estimate cost for customers, as well as scheduling needs for movers, drivers and trucks
- Makes recommendations according to customer's needs on moving services, boxes, supplies and equipment and other value-added services; may recommend alternate services and/or products based on cost, availability or customer specifications
- Educates customer on terminology, policies and procedures, anticipated delays and any additional information needed to increase customer satisfaction and improve profitability
- Complies with federal, state, and local legal requirements when scheduling moving services and staff
- Continually maintains thorough understanding of all company products, services, pricing and promotions in order to communicate the benefits and value of TWO MEN AND A TRUCK® and effectively oppose any customer objections
- Prepares all move-related paperwork and documents on a daily basis
- Obtains customer feedback through regular follow-up calls, both during and after moves to ensure ongoing customer satisfaction and proactively resolve any complaints
- Calmly and professionally handles displeased customers and provides timely feedback to management regarding customer concerns
- May assist management with scheduling and tracking of movers and drivers in accordance with move requirements
- May prepare various reports for management as well as gather research and statistics
- May prepare proposals, letters, mass mailings, and other miscellaneous correspondence
- This is a full time position. One must be available to work Monday - Saturday 12pm-9pm and Sunday 9am-6pm. Weekly schedules are flexible and will vary
- Other customer service-related activities, as deemed appropriate by the Customer Service Team Lead
Education/Experience:
- High school diploma or general education degree (GED) is required. Associates degree in related field preferred
- A minimum of six months to one year of customer service and/or office experience is required; Outside or inbound sales and/or TWO MEN AND A TRUCK® or moving industry experience is preferred
Skills/Knowledge/Abilities (SKA) Required:
- Excellent customer service skills (friendly, courteous and helpful)
- Effective listening and communication skills
- Good grammar, voice and diction
- Good organizational and time management skills
- Ability to analyze and solve problems effectively
- Accurate; consistent attention to detail
- Demonstrated understanding and application of effective selling strategies and techniques
- Confidence to initiate customer contact, and comfortable asking for the sale
- Strong team player who works productively with a wide range of people and personalities
- Comfortable in a fast-paced environment; able to adapt quickly to changing priorities
- Basic computer and keyboarding skills
- Able to perform basic business math
- Able to present a professional image at all times to customers and vendors
- Demonstrated integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core Values
- Bilingual is a plus
