Domestic Move Supervisor -Customer Care

Under the direction of the Director of Customer Care for Residential Services, the Domestic Move Supervisor provides support to the COD and Account Coordinator Teams. Assist in day to day responsibilities handling local, interstate, intrastate, storage and account relocation. Interacts with several service areas across the organization to ensure all relocation activities are performed in accordance with JK non-negotiable standards, as well as contractual and industry guidelines. Position interacts with accounts, transferees and third-party service providers. Domestic Move Supervisor will research customer inquiries, answer questions and educate employees and customers on company policy and industry standards.

Provide comprehensive reporting on workload volumes, customer service scores and exception tracking to ensure standards are met.

• Report on and maintain Service Level Agreements (SLA's) to support account and sales goals and contracts.

• Employ best practices for escalation management and customer resolution. Focused on proactive measures including mentorship, appropriate counseling and customer satisfaction.

• Maintain all customer records, assuring all data entry is timely and accurate.

• Oversight of Reception coverage during normal business hours.

• Oversight of Manager on Duty and weekend schedule which includes coordination of scheduling with various departments.

• Conduct ongoing reviews of SOPs with domestic coordinators to enhance team knowledge and growth.
• Complete performance reviews for the team coordinators, under the direction of the Director of Customer Care.
• Train move coordinators across all division business lines to ensure a successful move process for all customers.
• Work with Director of Customer Care to staff appropriately for peak season.
• Perform supervisory duties such as staff evaluations, recommendations for compensation, UKG Development and Improvement Plans.
• Create and develop measurable goals for direct reports in alignment with the Team and Business Units Goals.
• Personally coordinate with the highest level customers as assigned by the Director of Customer Care.

• Associates Degree Required; Bachelors preferred

• Proven experience in customer service and escalation management

• 3-5 Years in Household Moving Industry strongly preferred

• Excellent communication and administrative skills; including oral and writing skills

• Proficient or advanced knowledge of Microsoft Office Suite; knowledge of Microsoft CRM preferred

• Ability to work in a fast paced, multitasked and electronic environment.

• Strong leadership and team building skills preferred.

As the largest independent mover in North America, JK delivers superior relocation and logistics services to military service members, government agencies, large corporations, businesses and homeowners around the world....and the list goes on! JK actively seeks dedicated professionals ready to positively impact domestic and global communities.

JK Moving is proud to be named as one of the Best Places to Work for 2020, an award that is particularly meaningful because winners are selected based on employee survey feedback. During 2018, the company established the JK Community Farm, a charitable effort designed to alleviate hunger by growing and harvesting crops and livestock and donating them to Loudoun Hunger Relief. From charitable giving to competitive compensation to fun corporate events, JK invests in each employee's professional and personal growth. This level of commitment sets JK apart from other companies - why not consider joining JK Moving Services today!

JK Benefits

• In addition to comprehensive medical, dental, and vision insurance, JK Moving offers:
• World-class retirement savings programs including Company-funded profit sharing and safe harbor 401(k)
• Recruitment and customer referral bonuses
• Company-paid life insurance and accidental death benefits
• Voluntary protection programs for employees and their families
• Service recognition programs
• Safety & performance bonuses
• Tuition reimbursement and student loan repayment assistance
• Discounted membership @ Gold's Gyms (corporate locations) nationwide
• Global employee wellness programs and Employee Assistance Program (EAP) for employees and their families
• Medical and Dependent Care Flexible Spending Accounts (FSAs)
• Health Savings Account (HSA) with employer matching contribution

Equal Opportunity/Affirmative Action Employer