Job Description

At Muscular Moving Men, we're not just a moving, packing, and storage company; we're a rapidly expanding, family-oriented team in search of exceptional individuals to enhance our workforce. Join our elite team where you play a pivotal role in assisting in customers and team members to ensure our mover athletes deliver unparalleled moving services.

We are looking for a passionate and results-driven Customer Experience Manager to join our dynamic team in Phoenix, Arizona . In this role, you will be responsible for overseeing and optimizing the entire customer journey for our moving and storage clients, ensuring exceptional service at every touchpoint.

The ideal candidate will have a strong focus on identifying and addressing service gaps, enhancing our online reputation, and proactively resolving customer concerns. Your goal will be to transform dissatisfied customers into loyal advocates, driving both customer satisfaction and business growth.

If you're a strategic problem solver with a passion for delivering outstanding customer experiences and would love to join the best name in moving, we'd love to hear from you!

Schedule: 8:00 AM-5:00 PM Monday through Friday. Shifts may vary based on seasonality and business needs.

Salary: $65,000 - $75,000 per year, depending on experience and qualifications.

Benefits:

• Healthcare/vision/dental (after 60 days)
• On-site gym
• 401K
• Paid Time Off (sick/vacation/floating holidays)

Work Location: In person only

Job Type: Full-time

Main Responsibilities:

• Supervise and optimize the customer experience process for local and long-distance moves.
• Manage communication workflows involving virtual assistants and ensure alignment across all customer touchpoints.
• Oversee and improve the damage claims process, including authorizing payments within a designated range.
• Develop strategies to convert one- and two-star reviews into four- and five-star reviews through excellent service and follow-up.
• Analyze customer feedback from platforms like Yelp and implement actionable solutions to reduce negative reviews.
• Train and mentor team members to deliver consistent, high-quality customer service.
• Collaborate with sales and operations teams to ensure seamless handoffs and superior service delivery.
• Monitor key performance indicators (KPIs) for customer satisfaction and drive continuous improvement.
• Serve as the primary in-office contact for escalated customer service issues.

Minimum Qualifications:

• Proven experience in customer service, customer experience management, or a related field, preferably within the moving or service industry.
• Exceptional communication and conflict resolution skills.
• Ability to analyze data, identify trends, and implement improvements.
• Comfortable authorizing financial reimbursements and resolving customer claims.
• Strong leadership and organizational skills.
• Proficiency in CRM tools and customer service software.
• Bachelor's degree in business, management, or a related field (preferred).

Please note that employment with Muscular Moving Men and M3 Commercial Moving & Logistics is subject to successful completion of a background check. 

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