Customer Experience Consultant

About This Role

Provide a positive customer experience for clients in the relocation industry, managing a caseload of files and communicating relocation processes and policies.

Responsibilities

• Provide a positive customer experience, using X-check/survey scores from customer feedback as a measurable factor of performance
• Manage a caseload of files on programs/clients excluding home sale benefits
• Learn and understand assigned clients’ relocation programs including all policies, processes, and practices
• Communicate the relocation road map, providing a comprehensive explanation of the relocation process, policies, and practices to the customer
• Serve as a primary point of responsibility and coordination between service partners and customer
• Manage all data pertinent to each customer’s relocation file, document all relocation activities and transactions in the appropriate Altair information system
• Understand and manage costs connected to relocation deliverables by using a consultative approach to maximize the full intent of the benefit while minimizing expenses
• Understand and manage data by using appropriate reporting tools
• Direct day-to-day activities for assigned Associate, as appropriate

Requirements

• 1+ year of experience as a relocation associate
• Good basic knowledge and understanding of domestic relocation or associated industries such as travel coordination, temporary housing, or real estate
• Working knowledge of Microsoft Office Products, Word, and Excel and databases
• Able to confidently communicate at multiple levels with customers, clients, and service partners
• Understand, apply concepts of and communicate policies and processes
• Deadline and time sensitive
• Able to self-direct and self-manage
• Expense and budget sensitive
• Able to make effective business decisions based on information using good logic and common sense

Qualifications

• High school diploma or the equivalent combination of experience, skills, training, and education required. Bachelor’s degree preferred.
• 1 year or more of experience as a relocation associate

Nice to Have

• Knowledge of additional software packages is preferred

Skills

* Required skills