The most successful Relocation Consultants ( Client Service Managers (CSMs)) contribute to organizational excellence through exceptional delivery of all domestic and international relocation services to our government clients’ relocating employees through both employer-sponsored and direct-to-employee programs. The CSM is responsible for ensuring relocation services are administered in adherence to policy and company processes and procedures while also identifying opportunities to fill the direct needs of employees, referring out additional services and support in addition to cross-selling. The CSM handles a caseload comprised of all types and complexity of relocation programs and services for various private sector corporate and government clients both domestic and global. 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, coming up with solutions, challenging the status quo, raising SWOT analyses relative to the role, and applying analytical thinking to find resourceful solutions are crucial. The greatest quality a successful CSM possesses is a commitment to continuous learning, development, and process improvement. Delivering exceptional, customer-focused service and exceeding our client’s expectations, while driving maximum revenue for RELO Direct®, is critical to the role.

Organization:

In support of the overall account plans, 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 also supports the Client Service Director and team 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 expectations, 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. 

Performance Objectives:

1. Proactively coordinate associated tasks in the execution of authorized services, including but not limited to; policy and entitlements counseling, compensation and expense management services, destination services, household goods move management, temporary housing, property management, immigration, rental assistance, marketing assistance, home sale services, and/or international assignment services.
2. Act as a primary client contact, and deliver consultative solutions that achieve all service and cost objectives including budget formulation as well as funding requirements and approvals.
3. Possess a strong background and experience in government, domestic and international relocation elements, including home sale programs.  Having the ability to act as a ‘utility’ team player. Have working knowledge and experience placing referrals within supplier and preferred networks not limited to broker referrals and identifying needs of relocating employees sometimes beyond employee-sponsored benefits to maximize mutually beneficial goods and services offerings. Experience in upselling preferred.
4. Provide mentorship and training to other employees, as directed.
5. Participate in client and business development meetings and presentations.
6. Demonstrate a results-focused initiative by achieving key performance metrics and influencing teammates to achieve total company results.
7. Use firsthand customer information and feedback for improvements in process, product, or services: ongoing SWOT analysis relative to role.
8. Continuously build knowledge and skills to improve performance and enhance value.
9. 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.
10. Support RELO Direct in the strategic development of customer relationships by sharing expertise, leveraging resources, and anticipating needs that result in excellent service.

• Bachelor’s degree or equivalent work experience.
• 2+ years of professional experience counseling to all levels of employees on relocation or related policies and benefits including 2 + years counseling specifically to government relocation entitlements and programs and domestic home sale programs, exhibiting comprehensive knowledge.
• Experience working with GSA requirements, knowledge of the FTR, and familiarity with entitlement counseling required; bonus experience is had with government vouchering and/or funding.
• Direct client and supplier interaction on service exceptions and relocation statuses.
• Demonstrated multitasking, prioritization, analytical thinking, strong organizational skills, and excellent communication skills.
• 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.
• CRP and/or GMS is a bonus.
• Real estate experience, knowledge, and exposure, i.e., having held an accredited broker license, is a bonus.