Customer Service Support

Customer Experience Coordinator (CEC)

Location: Burnaby, BC (Fully On-Site)
Department: Sales Center
Reports To: Inside Sales Manager

Compensation: $43,000 - $45,800 + performance based bonus

Drive Efficiency. Protect Revenue. Elevate Customer Experience.

Ferguson Moving & Storage is a high-performance relocation company built on professionalism, accountability, and operational excellence. We don't just move homes, we protect experiences, manage logistics with precision, and hold ourselves to a higher standard in customer service. As we continue to grow, we are strengthening our Sales Center with structured, performance-driven team members who take pride in measurable impact.

Ferguson Moving & Storage is looking for a high-performing Customer Experience Coordinator to strengthen our Sales Center operations.

The CEC is the gatekeeper of opportunity flow, responsible for qualifying inbound leads, filtering low-value inquiries, protecting Sales bandwidth, and ensuring every qualified opportunity is handed off with precision.

If you thrive in structured, high-activity environments and are motivated by measurable performance metrics, this role is for you.

What You'll Be Responsible For:

Lead Management & Customer Communication

• Manage inbound phone and online inquiries
  
• Respond to customer questions regarding services, availability, and process
  
• Conduct structured lead qualification
  
• Present pricing minimums confidently and professionally
  
• Filter out unqualified opportunities
  

Sales Support & Appointment Setting

• Determine appropriate quoting method (virtual, in-person, phone, etc.)
  
• Schedule high-quality appointments for Sales Representatives
  
• Follow up on new inbound leads to increase contact rates
  
• Ensure all CRM documentation is complete and detailed before handoff
  
• Create structured, clean lead transitions to Inside and Outside Sales
  

Post-Move & Customer Retention Support

• Conduct after-move check-ins
  
• Capture reviews and referrals
  
• Escalate customer concerns through structured procedures
  

Administrative Support

• Assist with operational and administrative tasks as needed to support business needs
  

What success looks like for this role

This role is performance-driven. You will be accountable to:

• Appointment Set Rate
  
• Response Time to New Leads
  
• Lead Qualification Accuracy
  
• Conversion Rate of Passed Leads
  
• Review & Referral Capture Rate
  
• Call Activity Metrics
  

What You Bring To the Role

You'll succeed in this role if you:

• Are confident and professional on the phone
  
• Communicate pricing thresholds without hesitation
  
• Are highly detail-oriented and process-driven
  
• Maintain composure in high-volume environments
  
• Take ownership of results
  
• Are motivated by measurable KPIs
  

Why Join Ferguson?

At Ferguson, we operate in a structured, performance-driven environment where expectations are clear, accountability is non-negotiable, and results matter. We believe in doing what we say we will do, for our customers and for each other. Our culture is built on professionalism, integrity, respect, and a commitment to safety in everything we do. We hold high standards because we believe excellence is intentional, not accidental. Every team member understands how their role impacts revenue, customer experience, and company growth, and we provide real opportunities to develop within Sales and Operations for those who consistently deliver.

Ready to Apply? 

If you're motivated by structure, accountability, and measurable results, we want to hear from you. Apply today and be part of a team that sets the standard.

Location

Burnaby, British Columbia

Department

Sales

Employment Type

Full-Time

Minimum Experience

Mid-level

Compensation

$43,000 - $45,800