Customer Service Coordinator - Move and Relocation

Customer Service & Move Coordinator 

Location: Naples, FL 

Company: Ray the Mover 

Job Type: Full-Time, In-Office

We are growing quickly and looking for people who want more than just a job. We are building a team of professionals who take pride in helping customers, solving problems, and supporting each other. 

If you enjoy helping people, staying organized, and being part of a fast-moving business where your work makes a real impact every day, we'd like to meet you. 

Position Overview 

The Customer Service & Move Coordinator serves as one of the primary points of contact for our customers before, during, and after their move. 

This role is responsible for answering inbound calls, assisting customers with questions and concerns, coordinating communication between departments, processing payments, maintaining customer records, generating paperwork, and supporting local moving operations. 

Customer service is the primary focus of this position. You will spend a significant portion of your day communicating with customers, helping solve problems, and ensuring every customer receives an outstanding experience. 

As a growing company, this role also provides support to dispatch, operations, vendor coordination, CRM management, and special projects. No two days are exactly the same. 

This is a fully office-based position. 

Reporting Structure

This position reports directly to the Office Manager and works closely with Sales, Dispatch, Operations, Leadership, and Field Crews to ensure an exceptional customer experience and smooth daily operations. 

Schedule 

• Full-time, in-office position 

• Monday through Friday 

• Occasional flexibility may be required during peak moving periods • Standard office hours will be discussed during the interview process 

30-60-90 Day Success Plan 

At Ray the Mover, we believe success starts with a strong foundation. The first 90 days are designed to help you learn our business, build confidence in your role, and become a trusted member of our team. 

First 30 Days: Learn & Support 

Goals 

• Complete training on Ray the Mover services, procedures, and customer service standards. 

• Learn our CRM, scheduling systems, file management processes, and communication procedures. 

• Become comfortable answering inbound customer calls and routing inquiries appropriately. 

• Understand the lifecycle of a local moving job from estimate to completion. • Learn payment processing procedures and customer billing practices. • Learn company standards for customer documentation and recordkeeping. • Begin assisting customers with routine questions and requests. 

• Develop strong working relationships with sales, dispatch, operations, and field crews.

• Demonstrate professionalism, reliability, and attention to detail. Success Indicators 

• Confidently handles common customer inquiries. 

• Maintains accurate customer records and notes. 

• Understands company workflows and communication standards. • Demonstrates reliability and a willingness to learn. 

• Completes assigned tasks accurately and on time. 

Days 31-60: Take Ownership 

Goals 

• Independently manage most inbound customer calls and routine customer requests. 

• Assist customers with move preparation, scheduling questions, and service inquiries. 

• Process customer payments accurately and efficiently. 

• Support claims follow-up and customer issue resolution. 

• Prepare and maintain customer files and move-related paperwork. • Assist dispatch and operations teams with communication and scheduling support. • Coordinate communication between customers, crews, vendors, and office staff. • Maintain CRM accuracy and help improve data quality. 

• Identify opportunities to improve office efficiency and customer experience. 

Success Indicators 

• Customers receive prompt, professional, and accurate service. 

• Customer files remain organized and complete. 

• Payment processing is handled accurately. 

• Internal teams can rely on you for timely information and support.

• Demonstrates confidence handling routine customer concerns independently. 

Days 61-90: Become a Key Team Resource 

Goals 

• Manage customer communications with minimal supervision. 

• Serve as a trusted resource for customers and coworkers. 

• Help coordinate communication between customers, sales, dispatch, and operations. 

• Take ownership of assigned administrative projects and operational tasks. • Assist with process improvements and workflow enhancements. 

• Support special projects as business needs arise. 

• Demonstrate strong problem-solving and decision-making abilities. • Consistently represent Ray the Mover's customer-first culture. 

Success Indicators 

• Delivers exceptional customer service consistently. 

• Maintains highly accurate customer records and documentation. • Proactively identifies and resolves issues before they escalate. 

• Demonstrates strong organizational and multitasking abilities. 

• Is viewed as a dependable and valuable member of the team. 

• Contributes positively to company growth and operational success. 

By Day 90, Successful Team Members Should Be Able To: 

• Independently manage the majority of routine customer interactions. 

• Confidently answer common customer questions regarding services, scheduling, paperwork, and billing. 

• Maintain accurate customer files and organized job records with minimal supervision.

• Process payments and paperwork accurately. 

• Support communication between customers, dispatch, sales, and operations teams. 

• Resolve common customer concerns independently while escalating more complex issues appropriately. 

• Demonstrate strong ownership of assigned responsibilities. 

• Contribute ideas that improve customer experience or operational efficiency. 

Year 1 Growth & Development Path 

At Ray the Mover, we are building a company, not simply filling positions. We believe in promoting from within whenever possible and providing opportunities for team members who consistently demonstrate initiative, accountability, and a commitment to excellence. 

During your first year, you will gain exposure to: 

• Customer service and customer experience management 

• Local moving operations 

• Dispatch and scheduling 

• Claims support and resolution 

• Payment processing and billing 

• CRM and data management 

• Vendor coordination 

• Administrative support 

• Project coordination 

• Process improvement initiatives 

Potential Career Paths 

Customer Experience Lead 

• Assist with customer service training. 

• Support escalated customer concerns.

• Improve customer communication processes. 

• Monitor customer satisfaction and service quality. 

Move Coordinator 

• Serve as the primary point of contact for assigned customers. • Coordinate move logistics and schedules. 

• Manage documentation and communication. 

• Ensure smooth execution from booking through completion. 

Dispatch Coordinator 

• Coordinate truck and crew assignments. 

• Manage schedule changes. 

• Support daily operational planning. 

• Assist with capacity management. 

Operations Coordinator 

• Lead process improvement initiatives. 

• Support reporting and analytics. 

• Assist with workflow development. 

• Coordinate operational projects. 

Office Manager 

• Oversee office workflow and organization. 

• Support onboarding and training. 

• Assist leadership with operational initiatives. 

• Coordinate company-wide administrative projects. 

What This Job Is Not 

This position is not a call center role and is not limited to answering phones.

You will play an active role in supporting customers, maintaining records, coordinating communication, assisting operations, solving problems, and helping keep our business running smoothly. 

Every day is different. Some days may involve helping customers prepare for their move, assisting with paperwork, coordinating with vendors, supporting dispatch, updating customer records, processing payments, or helping resolve service issues. 

If you prefer highly repetitive work with the same tasks every day, this may not be the right fit. If you enjoy variety, problem-solving, and helping people, you'll likely thrive here. 

What You'll Do 

Customer Service & Customer Experience 

• Answer inbound phone calls, emails, and customer inquiries. 

• Serve as a professional and friendly point of contact for customers throughout their move. 

• Assist customers with scheduling questions, move details, billing questions, and service inquiries. 

• Help resolve customer concerns and service-related issues. 

• Assist with claims inquiries and follow-up communication. 

• Escalate issues appropriately while maintaining customer confidence. • Provide proactive updates to customers regarding their move status. • Deliver a positive, professional customer experience on every interaction. 

Local Move Coordination 

• Support the planning and coordination of local moving jobs. 

• Assist customers with move-related paperwork and documentation. • Ensure move information is accurate and complete prior to move day. 

• Coordinate communication between customers, sales staff, dispatchers, and moving crews. 

• Help ensure customers are prepared and informed throughout the moving process.

• Support local move execution through strong communication and organization.

Dispatch & Operations Support 

• Support the dispatch team with administrative and communication needs. • Help communicate schedule changes and updates to customers. • Assist with truck, crew, and job coordination as needed. 

• Ensure job information is accurately documented and communicated internally. • Help maintain efficient day-to-day office operations. 

Payment Processing & Billing Support 

• Collect and process customer payments according to company procedures. • Assist customers with billing and payment questions. 

• Verify payment information and maintain accurate records. 

• Follow up on outstanding balances when necessary. 

• Ensure payment documentation is properly maintained. 

Customer Files & Documentation 

• Maintain organized electronic and physical customer files. 

• Ensure estimates, contracts, inventories, claims documentation, and move records are complete and properly filed. 

• Generate and prepare paperwork for local moving jobs. 

• Verify accuracy and completeness of customer documentation. 

• Help maintain company standards for documentation and record keeping. 

CRM & Data Management 

• Maintain accurate customer information within company systems. • Update and verify customer records and job details. 

• Assist with CRM cleanup and data quality initiatives. 

• Help ensure company databases contain complete and reliable information. • Support reporting and administrative projects as needed.

Vendor & Project Coordination 

• Coordinate communication with vendors and service providers. • Support interior designer receiving, delivery, and installation projects. • Assist with project scheduling and customer communication. • Help ensure project details are properly tracked and documented. • Support special operational projects as assigned. 

Additional Responsibilities 

Because we are a growing company, responsibilities may evolve over time. Team members are expected to be flexible and willing to support additional projects and departments when needed. 

We value people who are eager to learn, contribute, and grow with the business. 

The Ideal Candidate 

The ideal candidate is someone who takes ownership. 

When a customer has a question, concern, or issue, you don't simply pass the problem to someone else and move on. You help ensure the issue reaches the right person, follow up when necessary, and help drive it toward resolution. 

You understand that customer service is not just answering questions. It is helping customers feel informed, supported, and confident throughout their experience. 

We value people who take initiative, follow through on commitments, and genuinely care about helping both customers and teammates succeed. 

Qualifications 

Required 

• Excellent customer service skills. 

• Strong verbal and written communication abilities. 

• Professional phone etiquette.

• Strong organizational and time-management skills. • Attention to detail and accuracy. 

• Ability to multitask and prioritize effectively. 

• Basic proficiency with Microsoft Office (Outlook, Word, Excel). • Ability to learn new software systems and processes. • Positive attitude and strong work ethic. 

• Reliable attendance and dependability. 

Preferred 

• Experience in customer service, office administration, or customer support. 

• Experience in moving, storage, transportation, logistics, property management, construction, or other service-based industries. 

• Experience working with CRM systems. 

• Experience handling customer payments and billing inquiries. • Experience coordinating schedules, vendors, or service providers. 

Key Performance Indicators (KPIs) 

Success in this role may be measured by: 

• Customer satisfaction and professionalism 

• Accuracy of customer records and documentation 

• Timeliness of customer follow-up 

• Responsiveness to customer inquiries 

• Accuracy of payment processing 

• CRM data quality and completeness 

• Timely completion of paperwork and administrative tasks 

• Ability to resolve customer issues efficiently 

• Teamwork, reliability, and accountability

Why We're Growing 

Ray the Mover is building one of the premier moving and storage companies in Florida. 

We believe customers deserve better than what the moving industry has traditionally offered. Our mission is to provide professionalism, transparency, accountability, and exceptional customer service throughout every move. 

As we continue to grow, we are investing in people who want to grow with us and help raise the standard for what customers should expect from a moving company. 

Every team member contributes to that mission, and this role plays a critical part in ensuring our customers receive the experience they deserve. 

Compensation & Benefits 

• Competitive Pay Structure

• Paid time off 

• Professional development and training opportunities 

• Opportunity for career advancement within a growing organization • Additional benefits can be discussed during the interview process 

What We Value 

Success at Ray the Mover is not measured solely by tenure. We value individuals who: • Take ownership of their responsibilities. 

• Deliver exceptional customer service. 

• Communicate professionally and effectively. 

• Maintain a positive attitude. 

• Support their teammates. 

• Continuously seek improvement. 

• Embrace learning and personal growth.

• Demonstrate reliability, accountability, and professionalism. 

Team members who consistently demonstrate these qualities will have opportunities to expand their responsibilities and grow their careers as Ray the Mover continues to grow. 

Our goal is simple: hire great people, invest in their success, and create opportunities for them to grow alongside the company.

Ray the Mover | 3861 Domestic Ave, Naples, FL 34104 | Show phone number