Marketing Specialist

About the Company:

Founded in 2008 by Ross Sapir, Roadway Moving is built on the core principles of accountability, kindness, generosity, and dedication. These values drive a culture of excellence, where our people not just our trucks, set us apart in a crowded industry. We believe in investing in both our employees and our clients, fostering an environment rooted in respect, urgency, clear communication, and appreciation. At Roadway, we don’t just move boxes, we move lives, and we do it with a commitment to making the experience remarkable for everyone involved.

Role Overview:

Roadway Moving is seeking a customer-focused specialist to manage our Review Engine and turn positive moving experiences into lasting customer advocacy. This role will proactively engage customers after their moves, gather feedback, encourage honest reviews, and quickly escalate service concerns for resolution.

Key Responsibilities:

• Contact customers by phone, text, and email following selected completed moves.

• Encourage satisfied customers to share honest feedback on approved review platforms.

• Identify unhappy customers and coordinate with Customer Service and Operations for prompt follow-up.

• Monitor incoming reviews and flag urgent or high-risk issues.

• Maintain accurate outreach records and customer notes in Zoho.

• Track review volume, response rates, ratings, and customer sentiment by market and team.

• Follow all platform policies, including no review incentives, pressure, or review gating.

• Share recurring customer feedback and service trends with leadership.
  

Qualifications

• Strong phone, written communication, and customer service skills.

• Comfortable handling both positive feedback and difficult conversations.

• Organized, persistent, and able to manage a high volume of daily outreach.

• Experience with CRM, reputation management, hospitality, sales, or customer service preferred.

• Professional, empathetic, and solutions-oriented.

Success Measures

• Customer outreach and response rates

• Growth in authentic review volume

• Market-level rating improvements

• Speed and quality of issue escalation

• Accuracy of CRM documentation

Schedule: Wednesday–Sunday, 4:00 PM to 1:00 AM EST

Why Roadway?

We care about the people who work here, and we put real effort behind that. That looks like training that actually prepares you, managers who coach instead of just assign, and clear paths to grow. It looks like knowing the people you work with. It looks like being trusted with real work early. We have teams across the United States and internationally, and they get the same version of this company. Same standards, same investment, same care. Where you sit does not change what you get from us. The thing we believe most: how we treat our people shows up in how our customers are treated. That is not a slogan for us, it is how we make decisions. Our employees rate us a 93 on employee Net Promoter Score, our customers rate us between 4.5 and 4.9, and we have been named a Stevie Award Employer of the Year three times, including Gold for Talent Acquisition. We are proud of that, and we know it only stays true if we keep earning it.

Recruiting agencies

Thanks for thinking of us. We run our searches in house and aren't taking agency submissions for this role, so please don't reach out to our hiring managers or People team about it. Unsolicited resumes become the property of Roadway Moving and no fee is owed if we hire that candidate. If we ever need outside support, we'll come to you.

Note: The above description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. All personnel may be required to perform duties outside of their normal responsibilities due to the nature of work performed to accomplish Roadway Mover’s mission. Roadway Movers, Inc. is proud to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Roadway Movers, Inc. makes hiring decisions based solely on qualifications, merit, and business needs at the time.