Customer Experience Coordinator

Post Move Coordinator

Company: Big League Movers
Location: Remote – Philippines
Schedule: Aligned with U.S. Central Time (America/Chicago)
Department: Service Control / Customer Experience & Claims

About the Role

At Big League Movers, we believe the customer experience doesn't end when the moving truck leaves.

We're looking for a highly organized, proactive, and customer-focused Post Move Coordinator to help ensure every customer receives the attention, follow-through, and support they deserve after their move.

In this role, you'll be responsible for managing post-move customer communications, coordinating claims and service recovery, gathering customer feedback, and supporting our dispatch operations when needed.

You'll play an important role in protecting customer relationships, resolving concerns efficiently, and ensuring that no customer issue falls through the cracks.

Key Responsibilities

Customer Experience & Post-Move Follow-Up

• Conduct post-move follow-ups within 48 hours of completed moves to evaluate customer satisfaction.
• Reach out to customers through phone, email, and text to gather feedback and identify outstanding concerns.
• Document all customer interactions accurately in our customer management system.
• Identify service issues and coordinate with the appropriate departments to ensure timely resolution.
• Maintain professional, empathetic, and solution-oriented communication with customers.

Claims Coordination & Service Recovery

• Manage the day-to-day administration of customer claims, ensuring timely acknowledgment, follow-up, and documentation.
• Gather relevant claim information, supporting documents, photos, and customer statements.
• Coordinate with internal teams to ensure claim files are complete and ready for management review.
• Monitor claim progress, communicate updates to customers, and escalate concerns appropriately.
• Communicate management-approved resolutions while following established claims policies and procedures.
• Ensure all claims and service-recovery cases are properly documented and tracked through completion.

Customer Reviews & Referrals

• Invite eligible customers to share their experiences through Google reviews in accordance with company guidelines.
• Identify potential customer referrals during follow-up conversations.
• Coordinate referral information with the Sales team and ensure successful handoffs.
• Track review invitations, referrals, and customer feedback trends.

Dispatch & Operational Support

• Provide AM or PM dispatch coverage when assigned and after completing the required training.
• Assist with communication, job monitoring, documentation, and operational coordination during assigned dispatch shifts.
• Follow established dispatch procedures and ensure accurate handoffs between team members.
• Work closely with the Service Control Lead to manage priorities and maintain consistent service standards.

Documentation, Reporting & Accountability

• Maintain accurate customer records, claim statuses, and follow-up activities using company systems.
• Track assigned tasks, deadlines, and outstanding action items through Todoist.
• Prepare weekly updates covering claims, customer feedback, service recovery, reviews, and referrals.
• Identify recurring customer concerns and recommend opportunities for process improvement.
• Ensure customer commitments are followed through and properly documented.

Qualifications & Requirements

• Excellent written and verbal English communication skills.
• Previous experience in customer service, customer support, claims coordination, or a related administrative role.
• Strong organizational skills and exceptional attention to detail.
• Ability to handle sensitive customer concerns and challenging conversations professionally.
• Comfortable making outbound calls and communicating with U.S.-based customers.
• Experience working with CRM systems, task management platforms, and digital communication tools.
• Ability to manage multiple priorities, follow deadlines, and work independently.
• Strong problem-solving skills and sound judgment when identifying issues that require escalation.
• Willingness to learn dispatch operations and provide coverage when necessary.
• Availability to work during assigned U.S. Central Time operating hours.

Preferred Qualifications

• Experience in the moving, logistics, transportation, or home services industry.
• Background in claims processing, complaint resolution, or customer retention.
• Familiarity with SmartMoving, Dialpad, Slack, or Todoist.
• Previous experience supporting U.S.-based businesses in a remote environment.

What We're Looking For

We're looking for someone who takes ownership, follows through consistently, and genuinely cares about the customer experience.

The ideal candidate is someone who:

• Takes initiative rather than waiting to be reminded.
• Remains calm, empathetic, and professional when handling customer complaints.
• Pays close attention to documentation and accuracy.
• Understands the importance of following established procedures.
• Communicates proactively and escalates issues before they become bigger problems.
• Can balance customer-facing responsibilities with operational tasks.
• Values accountability, teamwork, and continuous improvement.

Why Join Big League Movers?

You'll be part of a collaborative team focused on delivering excellent customer experiences and continuously improving how we operate.

This position offers the opportunity to develop expertise in customer experience, claims administration, and moving operations while contributing directly to customer satisfaction and operational excellence.

If you're passionate about customer service, enjoy bringing structure to complex situations, and take pride in seeing things through to completion, we'd love to hear from you!