Description:
The most successful Client Service Managers (CSM) contribute to organizational excellence through exceptional delivery of all relocation services to our clients’ relocating employees. The CSM is responsible for ensuring relocation services are administered in adherence to policy and company processes and procedures. The CSM handles a caseload comprised of all types and complexity of relocation programs and services. The ability to manage timelines, communicate effectively, prioritize, and maintain attention to detail are essential to a successful CSM. Demonstrating initiative by asking probing questions, challenging the status quo, and applying analytical thinking to find resourceful solutions are crucial. The greatest quality a successful CSM possesses is striving to exceed previous-best performance by exhibiting a commitment to continuous learning and development.

In support of the overall account plan developed by the VP of Client Relations, the CSM will demonstrate mastery of the competencies of the Client Service Manager role by making timely, fact-based decisions, considering the goals, constraints and risks associated with the administration of client policies. The CSM will utilize the skills needed to coordinate relocation services and counsel transferees of all positions and levels on complex policy benefits. The CSM also supports Team Lead(s) in the execution of the company’s business plan metrics and initiatives. The CSM works collaboratively with internal and external stakeholders to ensure relocation services meet or exceed client expectation, fostering a mutually respected and trusted business relationship with each client. The CSM proficiently responds to calls and emails from clients by demonstrating a strong understanding of the relocation process and needs.

• Proactively coordinate associated tasks in the execution of authorized services, including; policy counseling, compensation and expense management services, destination services, household goods shipping, immigration, rental assistance, marketing assistance, home sale services, and/or international assignment services
• Acting as a primary client contact, deliver consultative solutions that achieve all service and cost objectives
• Provide mentorship and training to other employees, as directed
• Participate in client and business development meetings and presentations
• Demonstrate a results-focus and initiative by achieving key performance metrics and influencing teammates to achieve total company results
• Use first-hand customer information and feedback for improvements in process, product or services
• Continuously build knowledge and skills to improve performance and enhance value
• Communicate orally and in written form with clarity and good effect, understand clearly and quickly when instructions are given, and practice judgment on what information is important, what should be communicated how, to whom and when
• Support RELO Direct in the strategic development of customer relationships by sharing expertise, leveraging resources and anticipating needs that result in excellent service.

Requirements:

• Bachelor’s degree or equivalent experience
• Proven experience in multi-tasking, prioritizing, analytical thinking, and organization
• Demonstrated experience in the execution of authorized relocation services, including; policy counseling, compensation and expense management services, destination services, household goods shipping, immigration, rental assistance, marketing assistance, home sale services, and/or international assignment services
• Strong consultative, problem-solving and communication skills
• Must work with a high degree of accuracy and attention to detail, while coordinating complex multifaceted processes with speed and efficiency.
• A track record of exceeding customer service expectations
• As a contractor of services for the US Government we must comply with federal law mandating that all employees be fully vaccinated for COVID-19, unless the employee is legally entitled to an accommodation. In addition, the selected candidate will be required to pass government security clearance.

• Proactively coordinate associated tasks in the execution of authorized services, including; policy counseling, compensation and expense management services, destination services, household goods shipping, immigration, rental assistance, marketing assistance, home sale services, and/or international assignment services
• Acting as a primary client contact, deliver consultative solutions that achieve all service and cost objectives
• Provide mentorship and training to other employees, as directed
• Participate in client and business development meetings and presentations
• Demonstrate a results-focus and initiative by achieving key performance metrics and influencing teammates to achieve total company results
• Use first-hand customer information and feedback for improvements in process, product or services
• Continuously build knowledge and skills to improve performance and enhance value
• Communicate orally and in written form with clarity and good effect, understand clearly and quickly when instructions are given, and practice judgment on what information is important, what should be communicated how, to whom and when
• Support RELO Direct in the strategic development of customer relationships by sharing expertise, leveraging resources and anticipating needs that result in excellent service