• This position is responsible for counseling and educating the customer on all moving-related service needs. • This position’s main purpose is to liaison between the customer, client, Suddath Account Manager and all service providers with an overall goal of creating an exceptional experience. • Perform introductory and pre-move counseling call meeting the client’s SLA. • Perform, with the customer moving, all pre-move calls, pack/load/delivery calls, etc. • Manage the day-to-day customer service needs of all customers and clients. • Provide clear communication, both verbal and written to all customers and clients. • Provides timely and accurate information in response to incoming customer phone and email messages. • Analyze survey results to identify items outside of the client policy and communicate those with the customer or seek exception approval from the client when appropriate. • Process customer files according to established client policies. • Ensure proper COD collection is obtained for overages. • Update and maintain operating system with accurate and timely data in all platforms, including the client’s management system. • Perform daily workflow tasks and ensure all contact points are made on each move within the assigned timeframe. • Obtain actual services rendered (i.e. weight, labor, etc.) prior to delivery and communicate with the client or customer any additional COD charges outside the client’s relocation policy. • Timely management of the collection of these overages prior to delivery. • Maintain acceptable post-move survey scores that align with client SLA’s and/or Suddath internal goals and SLA’s.