Client Experience Associate

Who We Are Born in Brooklyn in 2010, Cool Hand Movers is a self-funded, family business with a startup mindset.
As one of New York Magazine’s Best Movers in New York, we strive to be not just a top-rated, local moving company, but a company that continuously finds ways to add value for employees, clients, and our local community.
Providing an exceptional client experience is essential for delivering on our promise to clients and generating word-of-mouth referrals.
This is especially challenging when it comes to moving, which is often a big life transition.
Who We’re Looking For We are seeking a Client Experience Associate who is interested in providing clients phone, email, and chat support, while developing the skills and knowledge base to become an integral CX strategist for Cool Hand Movers.
The CX Associate will receive ongoing education with the hope that they will grow into a Client Experience Management role with us.
As the frontline, the CX Associate will provide day-to-day support to clients and prospectives via phone, email, and chat, gather feedback from our clientele, and work in a team to refine and develop the Cool Hand Movers client journey.
This team member must gain a thorough understanding of the company, our services and our clients in order to provide correct, relevant information and sound solutions.
The right candidate can also maintain a friendly and appropriate tone toward clients and other team members, even in stressful situations.
This role is hybrid in-office & virtual.
Responsibilities Guide all of our clients with kindness and respect through their moving experience from the time they reach out to us through follow-up after their move.
Receive and respond to estimate request using email templates and automated pricing.
Provide timely responses to Cool Hand Movers clients and leads via phone, email, and text.
Utilize a CRM and scheduling software to carefully track interactions, take reservations, and prepare documents for clients.
Surface customer needs and work with leadership to develop corresponding features and solutions.
Work with leadership to refine our entire CX journey and ensure brand consistency across touchpoints.
Co-manage an intern & learn to instruct and delegate tasks.
Collaborate on copy for client communications.
Receive ongoing education on CX best practices, strategy, and management.
Skills & Culture Fit The right candidate is a self-starter with a can-do attitude toward expanding their knowledge and skill set.
They are also a team player interested in adding value to the business.
Here are additional qualities that may make you a good fit for the role: Professional and kind demeanor toward clients and coworkers.
Curiosity about the industry and the business.
Ask questions.
Ability to internalize feedback, grow, and maintain a positive attitude.
Attention to detail.
Be in the habit of checking your own work.
Strong business communication skills via email, chat and phone.
Our brand voice is friendly and professional.
Cool head and demeanor in stressful situations.
Emotional maturity and confidence when working independently or with the team.
Proficient in Google suite (Gmail, Meet, Drive, Docs).
Job Types: Full-time, Part-time Pay: $20.
00 - $25.
00 per hour Expected hours: 15 – 30 per week Benefits: * On-the-job training * Paid time off * Work from home Experience level: * 1 year * Under 1 year Shift: * 8 hour shift * Day shift Weekly day range: * Monday to Friday Work setting: * Hybrid work * Office People with a criminal record are encouraged to apply Ability to Relocate: * Brooklyn, NY 11215: Relocate before starting work (Required) Work Location: Hybrid remote in Brooklyn, NY 11215