Client Relations Representative

About the company

Roadway Moving was established in 2008 by Ross Sapir and is guided by accountability, kindness, generosity, and dedication. The company emphasizes a service culture where its people are a key differentiator, alongside its fleet. It focuses on creating a workplace that values respect, urgency, clear communication, and appreciation, while delivering a moving experience that feels thoughtful and dependable for every client.

Role overview

The Client Relations Representative, also referred to as a Move Coordinator, acts as the main point of contact for customers after the Sales team completes the booking. This position is responsible for making sure clients fully understand the services scheduled for their move, carrying out a confirmation call before moving day, and staying involved through the move itself, while in transit, and after completion to help maintain a high standard of service.

Responsibilities

• Keep in regular contact with sales staff, clients, and other operations team members as needed.
• Relay all important job details to the client and coordinate closely with sales and operations.
• Introduce yourself to already-booked clients as their Move Coordinator.
• Help customers understand any documents or materials sent by the company.
• Act as the client’s primary contact from the confirmation call until the move is finished.
• Work with the Sales Representative on the services requested by each client.
• Verify moving dates, addresses, services, and timing with clients before the scheduled move.
• Support clients with COI (certificate of insurance) requests for all needed locations and route them to the COI team for completion and return.
• Deliver strong customer service and handle any issues that come up during or after the move; damages must be escalated to Claims and shared by email through the Intro to Claims (ITC) process.
• Maintain dependable attendance and professional conduct in line with Roadway’s values.
• Take on any other related tasks assigned as needed.

Requirements

• Minimum 2 years of experience in client relations, preferably with a US-based company.
• Background in moving household goods and/or the storage industry.
• Strong customer service ability with clear and concise communication.
• Good computer literacy, system handling, active listening, problem-solving, and negotiation skills.
• Fluency in English, with strong speaking and writing skills.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to work independently with limited supervision while managing schedules and deadlines.
• Comfort working in a high-volume, fast-moving, and time-sensitive environment.
• Strong problem-resolution skills and the ability to adapt quickly to changing tasks.
• Detail-oriented mindset and experience in a fast-paced setting.
• Team-oriented, flexible with schedule changes, and able to work US time zone hours.
• Willingness to work 6 days a week during the summer busy season.
• Transportation or storage industry experience is a strong advantage.

Additional information

This job description is not exhaustive. Team members may occasionally be asked to handle duties outside their usual scope based on business needs and the company’s mission.

Equal opportunity employer

Roadway Movers, Inc. is an equal opportunity employer committed to diversity and inclusion. Employment decisions are made without regard to race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic under applicable laws. This policy covers hiring, recruitment, promotion, termination, layoff, recall, leave, compensation, benefits, training, and apprenticeship. Selection is based on qualifications, merit, and business needs.