Get a firsthand glimpse into a typical day for one of our Move Coordinators — in her own words.
Move Coordinators are the amazing people who oversee the entire move experience and ensure that our customers receive the level of service and attention they expect and deserve. We recently chatted with Caroline, a Move Coordinator for a Mayflower agent in Austin, Texas. A relative “newbie,” she’s been on the job for about nine months; prior to that she’d been an office manager for 16 years.
For Caroline, assuming the new role was an easy transition. “At first glance it seems like a completely different thing; however, it was actually good prep for a customer service-type position. I was already used to dealing with different personalities and solving problems – and there’s the multitasking aspect of the job as well.”
What does a typical day look like?
Although Caroline will be the first to say there’s no such thing as a typical day, she does have a routine — and she tries her best to stick to it. “Officially my hours are 8 a.m. to 5 p.m., but I generally start my day around 7:30 so I’m ready to hit the ground running.”
“As you might imagine, there’s a fair share of paperwork. I get the orders in and registered, and make sure all the i’s are dotted and the t’s are crossed. Throughout the day I’m reaching out to both the drivers and our customers via email and phone calls to keep everyone on the same page. It’s especially important to make sure customers know exactly what’s going to happen, and when — and what — their role is.
“If there’s a problem or concern, I’m the first point of contact for both the driver and our customer. And if I don’t have an answer right away, I reach out to my co-workers for help. We’re a great team because we always have each other’s backs.”
What skills do you need to be successful?
“For starters, you have to be good at multitasking and have the ability to stay organized and on top of things with each customer. You can’t take things personally, especially if there’s a hiccup along the way and someone gets upset. After all, moving is stressful and, when you think about it, you have customers’ whole lives in your hands.”
“It’s up to me to “read” each customer’s personality and let them know they can trust us to deliver a best-in-class experience. That can mean different things to different people. For example, a “Type-A” customer might expect a detailed rundown of everything that’s happening; others are less involved and simply want the job done. Whatever the case, you match their vibe and take them seriously. Patience and empathy are essential: you have to be good with people.”
How many customers do you work with on a typical day?
“I have about 30 customers on my list right now – and I reach out to every one of them via phone and email daily. By the way, I started in June during peak season, the busiest time of year. It was very intense!”
What customer questions or concerns come up most often?
“The most common questions I get from customers are related to packing, ‘How do we pack this…how do we dispose of a mattress?”
What do you like best about the job?
“I love the challenges day to day and it’s certainly never boring! I truly enjoy working with people and helping them through a major life event.”
Any advice you’d like to give customers?
“Just keep communicating, we don’t know your needs until you let us know!”
We hope your journey to Finding Home is smooth and successful. And remember, no matter where you happen to be in the moving process, you can count on Mayflower to be with you Every Step of the Way®.
Want more tips and advice? Check out our other blogs for city guides, decorating ideas and a wealth of other helpful, time-saving information.
Oh, and did you know Mayflower has a channel on Spotify? Move and groove to tunes that get you to your new place — and settled in — in style.