About Company
For over 85 years, Island Movers, Inc. has been the cornerstone of relocation, logistics, and storage solutions across the Hawaiian Islands and beyond. Established in 1935, we have built a reputation for unwavering reliability, professionalism, and a deep commitment to our customers and the communities we serve. As a proud, locally-rooted company, we understand the unique needs of moving in and around Hawaii, whether it’s a household relocation, commercial logistics, or secure storage. Our extensive network, state-of-the-art facilities, and a team of dedicated professionals ensure that every move is handled with the utmost care and efficiency. We are more than just movers; we are partners in transitions, striving to make every customer’s experience seamless, stress-free, and positive. Join our ‘ohana and contribute to a legacy of excellence that truly moves Hawaii forward.
Job Description
Island Movers, Inc. is seeking a dedicated and proactive Customer Success Officer to join our remote support team. In this pivotal role, you will be the primary point of contact for our valued customers, ensuring their moving and storage experiences are seamless, positive, and stress-free. As a Customer Success Officer focused on remote support, you will leverage technology and exceptional communication skills to build strong relationships, anticipate needs, and resolve any challenges efficiently, all from the comfort of your remote workspace.
At Island Movers, we pride ourselves on being Hawaii’s trusted partner for over 85 years, providing unparalleled relocation, logistics, and storage solutions across the islands and beyond. We understand that moving can be a complex and emotional journey, and our mission is to simplify it through reliability, professionalism, and genuine care. This remote role offers the unique opportunity to uphold our legacy of service excellence, working closely with clients to guide them through every step of their journey, from initial inquiry to post-service follow-up.
Your day will involve managing a portfolio of customer accounts, proactively checking in, offering guidance on our services, and acting as an internal advocate for their needs. You’ll become an expert in our offerings, helping clients navigate everything from packing solutions and transportation logistics to storage options and insurance details. Utilizing various digital communication channels – phone, email, chat, and video conferencing – you’ll provide personalized support, ensuring clarity and transparency throughout the entire process. This role is more than just problem-solving; it’s about building lasting relationships, fostering loyalty, and transforming potential stresses into positive experiences that reflect Island Movers’ commitment to unparalleled customer satisfaction.
You will be instrumental in collecting customer feedback, identifying trends, and collaborating with internal teams (operations, sales, and management) to continuously improve our services and customer experience. We are looking for someone who is not just reactive but also proactive in anticipating customer needs, identifying opportunities to enhance their journey, and ensuring they feel supported and valued. If you possess a passion for helping people, a knack for communication, and thrive in a dynamic, remote environment, we invite you to become a vital part of our ‘ohana and help us continue to move Hawaii forward.
Key Responsibilities
- Manage a portfolio of customer accounts, ensuring high levels of satisfaction and retention through proactive engagement.
- Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing comprehensive support related to moving, storage, and logistics services.
- Educate customers on Island Movers' services, processes, and best practices, ensuring a clear understanding of their options and next steps.
- Utilize various remote communication tools (phone, email, chat, video conferencing) to deliver personalized and efficient customer service.
- Act as an internal advocate for customer needs, collaborating with sales, operations, and management teams to relay feedback and drive service improvements.
- Proactively identify potential issues or concerns in the customer journey and implement preventative solutions.
- Document all customer interactions, feedback, and resolutions accurately in our CRM system.
- Collect and analyze customer feedback to identify trends, pain points, and opportunities for enhancing the overall customer experience.
- Assist in the onboarding of new customers, ensuring a smooth transition and comprehensive understanding of our services.
Required Skills
- 2+ years of experience in a customer success, account management, or high-level customer service role.
- Exceptional verbal and written communication skills, with the ability to articulate complex information clearly and empathetically.
- Proven ability to build strong relationships and foster customer loyalty in a remote environment.
- Strong problem-solving skills and a proactive approach to identifying and addressing customer needs.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and various digital communication platforms.
- Ability to work independently and manage time effectively in a remote work setting.
- A genuine passion for helping people and delivering outstanding customer experiences.
- High level of empathy, patience, and active listening skills.
Preferred Qualifications
- Experience within the logistics, moving, or transportation industry.
- Familiarity with the unique logistical challenges and customer demographics of Hawaii.
- Bachelor's degree in Business, Communications, or a related field.
- Experience working with a diverse client base.
- Demonstrated ability to influence positive outcomes and drive customer success metrics.
Perks & Benefits
- Competitive salary and benefits package.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunity to work remotely from anywhere in Hawaii.
- Supportive and collaborative team environment.
- Professional development and growth opportunities within a respected, long-standing company.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Be sure to mention your interest in the ‘Customer Success Officer – Remote Support’ position in your application.