Position Overview

The Relocation Counselor I (RC I) is the primary contact for our customers and clients in the domestic relocation process. A RC I must combine highly refined interpersonal skills with a strong knowledge of the relocation process in order to achieve a high degree of satisfaction with clients and customers (transferees) and to operate within fiscal parameters.

This position is hybrid, working 2 - 3 days in the office, 2 - 3 days remote. 

Essential Job Functions

• Conduct a needs analysis with the transferee to develop a strong understanding of his/her requirements and to establish a strong rapport.
• Understand all aspects of the assigned clients’ relocation policies.
• Ensuring receipt and entry of all required document for relocating employee’s files.
• Consult on and administer relocation benefits according to client policies, adhering to expense guidelines, policy coverage, and timeframes.
• Maintain regular and positive contact with transferee using verbal and written communication.
• Arrange or modify candidate, intern, and relocation travel (flight, hotel & car) in a timely and professional manner.
• Assist transferee in finding a rental home/apartment by providing a referral to rental agent, online resources, etc.
• Manage the household goods process including survey, pack/load, delivery, and claims.
• Provide home marketing assistance (HMA) in a professional and timely manner.
• Manage transferee to allocated budget for expenses; escalate exceptions to client and manager.
• Facilitate expense reimbursements to the transferee and payments to service partners.
• Meet or exceed service metrics and revenue capture expectations; ensure collection of destination referral fees.
• Escalate issues as appropriate-partnering with Account Managers and TRC management to ensure on-going client/customer satisfaction.
• Follow all work-flows in the Move Track system to ensure timely billings.
• Able to maintain regular, predictable attendance. 
• Maintain file in a timely and accurate manner in the tracking system including updating actions, document uploads, and important notes for each relocation.
• Recommend opportunities for cost savings and efficiencies to manager, client, account manager, or transferee.
• Assist across multiple teams as needed.
• Participate in desk coverage as needed.

Other duties as assigned.

Minimum Requirements

• High school diploma or equivalent

Educational, Experience, and Licensing Preferred Requirements

• Bachelor’s degree
• 3+ years of experience in customer service 

Other Qualifications

• Excellent verbal and written communication skills with the ability to develop appropriate correspondence both internally and externally
• Work under minimal direction, organized, and have the ability to prioritize commitments and projects
• Demonstrated attention to detail, accuracy, and ability to follow data entry/department standards
• Demonstrated ability to think critically and problem solve
• Act with persistence and tact in resolving issues both internally and externally
• Strong customer relations skills that include the ability to work with discretion and integrity
• Demonstrated conflict resolution and negotiation skills
• Demonstrate highest level of professionalism in both appearance and behavior
• Proficient in Microsoft Office (Outlook, Word, PowerPoint and Excel)
• Strong work ethic with off-hours flexibility and able to travel as needed to meetings and training events

Physical Requirements

This position is considered light duty with frequent phone and computer use.