Position Overview
We are seeking a motivated, organized, and customer-focused Moving Sales & Customer Experience Representative to be the first point of contact for customers planning their move. This role is responsible for answering incoming calls, converting leads into booked moves, coordinating dispatch schedules, and guiding customers through every step of the moving process.
The ideal candidate is a strong communicator who excels at building relationships, identifying customer needs, and upselling additional services such as storage, packing, moving protection coverage, and specialty moving solutions. This position combines sales, customer service, and operations coordination in a fast-paced environment where every interaction contributes to an exceptional customer experience.
Key ResponsibilitiesSales & Lead Conversion
- Answer incoming phone calls, emails, and online inquiries from prospective customers.
- Convert leads into booked moving services by providing accurate information, estimates, and personalized recommendations.
- Conduct follow-up calls and emails to maximize booking opportunities.
- Meet and exceed monthly sales and conversion goals.
Customer Consultations
- Perform both in-person and virtual walkthroughs to assess the size and scope of residential and commercial moves.
- Prepare accurate moving estimates based on inventory, access conditions, and customer needs.
- Educate customers on available services and provide customized moving solutions.
Upselling & Service Recommendations
- Recommend and sell additional services including:
- Short-term and long-term storage
- Professional packing and unpacking services
- Packing materials and supplies
- Moving protection coverage
- Specialty item handling and transportation
- Identify opportunities to enhance the customer experience while increasing revenue.
Dispatch & Operations Coordination
- Coordinate daily schedules with moving crews and dispatch personnel.
- Confirm move dates, arrival windows, and customer expectations.
- Communicate schedule updates and ensure crews have the information needed for successful job execution.
- Work closely with operations to resolve scheduling conflicts and last-minute changes.
Customer Experience
- Serve as the primary point of contact from the initial inquiry through move completion.
- Provide proactive communication and timely updates throughout the moving process.
- Address customer questions and concerns professionally while delivering exceptional service.
- Build long-term relationships that generate referrals and repeat business.
Administrative Responsibilities
- Maintain accurate customer records, estimates, contracts, and scheduling information.
- Document customer interactions and sales activity within the company CRM.
- Process deposits, confirm appointments, and assist with general office operations as needed.
Qualifications
- Previous experience in sales, customer service, dispatching, logistics, or the moving industry preferred.
- Excellent communication and relationship-building skills.
- Strong organizational and multitasking abilities in a fast-paced environment.
- Comfortable conducting both virtual and in-person customer consultations.
- Proficient with computers, CRM software, scheduling systems, and Microsoft Office or Google Workspace.
- Self-motivated, professional, and goal-oriented with a passion for delivering outstanding customer service.
- Ability to work independently while collaborating effectively with office staff and moving crews.
- Must have a valid drivers license, and reliable transportation
- Must pass pre employment screenings
Work Location: In person
