Key Responsibilities and Required Skills for a Moving Help Support Agent

🎯 Role Definition

As a Moving Help Support Agent, you are the primary point of contact and chief problem-solver for customers and moving service providers using our platform. Your mission is to ensure a seamless, stress-free moving experience by providing expert guidance, resolving conflicts, and managing logistics with empathy and efficiency. You will be the voice of our brand, turning challenging situations into positive outcomes and building trust with every interaction. This role is critical to our operations, directly impacting customer satisfaction, provider relations, and our overall reputation in the market.

📈 Career Progression

Typical Career Path

Entry Point From:

General Customer Service Representative
Retail Sales Associate or Key Holder
Hospitality or Front Desk Agent
Dispatcher

Advancement To:

Senior Moving Support Specialist / Tier 2 Support
Customer Support Team Lead
Operations Coordinator
Quality Assurance Specialist

Lateral Moves:

Dispatch Coordinator
Sales Support Specialist
Account Management Assistant

Core Responsibilities

Primary Functions

Serve as the first point of contact for inbound customer and service provider inquiries via phone, email, and live chat, delivering timely and accurate information.
Proactively manage customer accounts from booking to completion, ensuring all details of the move are accurately recorded and communicated.
De-escalate and resolve customer or provider conflicts with professionalism and empathy, investigating claims of damage, lateness, or service discrepancies to find a fair resolution.
Guide users through the platform, assisting with booking, scheduling, payment processing, and understanding terms of service.
Act as a liaison between customers and moving labor providers to confirm job details, communicate special requests, and facilitate smooth on-site coordination.
Troubleshoot and resolve logistical issues in real-time, such as crew delays, scheduling conflicts, or unexpected challenges on moving day.
Process and manage service changes, cancellations, and refund requests in accordance with company policies, ensuring clear communication throughout.
Document all interactions, investigations, and resolutions meticulously in the company's CRM system to maintain accurate records and track service trends.
Educate customers on best practices for a successful move, including proper packing, preparation, and what to expect on moving day.
Monitor active jobs and service provider availability to anticipate potential issues and coordinate backup resources when necessary.
Follow up with customers post-move to gather feedback, ensure satisfaction, and encourage reviews to help build our service provider network's reputation.
Uphold a deep understanding of our service offerings, pricing structures, and platform functionalities to answer any question with confidence.
Mediate payment disputes between customers and service providers, ensuring adherence to the platform's payment policies and facilitating a fair outcome.
Assist service providers with their account management, including profile updates, navigating the job board, and understanding performance metrics.
Identify and report systemic issues or platform bugs to the technical team, providing detailed information to aid in a swift resolution.

Secondary Functions

Contribute to the team's knowledge base by documenting new processes, troubleshooting steps, and frequently asked questions.
Participate in regular team meetings and training sessions to stay current on policies, procedures, and service enhancements.
Analyze customer feedback and interaction data to identify trends and suggest improvements for the customer experience and operational efficiency.
Support the onboarding process for new service providers, ensuring they understand platform standards and best practices for success.
Assist with processing and validating insurance claims or damage reports, gathering necessary documentation from all parties involved.
Collaborate with the Trust & Safety team to investigate and flag fraudulent activity or violations of our terms of service.
Perform outbound calls to customers and providers for quality assurance checks, appointment confirmations, and proactive support.

Required Skills & Competencies

Hard Skills (Technical)

CRM Software Proficiency: Hands-on experience with customer relationship management platforms like Zendesk, Salesforce, or similar systems for tracking and managing interactions.
Typing Speed and Accuracy: Ability to type at a minimum of 45 WPM to efficiently handle live chats and document call logs.
Multi-line Phone Systems: Competency in managing multiple incoming calls, transfers, and holds in a fast-paced environment.
Scheduling & Logistics Software: Familiarity with booking, dispatch, or logistics coordination software.
G-Suite / MS Office Suite: Proficiency in using tools like Google Sheets/Excel, Docs/Word, and Gmail/Outlook for communication, reporting, and data management.

Soft Skills

Empathetic Communication: The ability to listen actively, understand customer frustrations, and communicate solutions with patience and clarity.
Advanced Problem-Solving: Skill in quickly identifying the root cause of a problem, evaluating potential solutions, and making logical, decisive actions under pressure.
Conflict Resolution & De-escalation: Proven ability to remain calm and professional while managing high-stress situations and angry customers, guiding them toward a positive resolution.
Exceptional Time Management: Strong organizational skills to prioritize and manage a high volume of diverse tasks, from inbound calls to follow-up emails.
Adaptability: Flexibility to navigate changing procedures, unexpected situations, and fluctuating workloads with a positive attitude.
Attention to Detail: Meticulousness in recording case notes, verifying information, and ensuring all logistical details are correct to prevent errors.
Resilience: The capacity to handle challenging conversations and a demanding workload without letting it negatively impact performance or morale.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Communications
Business Administration
Hospitality Management

Experience Requirements

Typical Experience Range:

1-3 years of direct experience in a high-volume customer service, call center, or support role.

Preferred:

Previous experience in the moving, transportation, or logistics industry is highly desirable.
Experience in a role involving mediation, de-escalation, or dispute resolution is a significant plus.