Join our team at General Services Corporation, where we have provided First Class Service since 1971. As a valued member of our GSC family, you will be part of a supportive and encouraging network that thrives on collaboration and open communication. We believe in nurturing your skill growth and aspirations for professional development.

At GSC, we celebrate First Class excellence, encourage innovative thinking, and have fun while doing it! Embark on a rewarding journey with us, where every day is an opportunity to make a positive impact and become part of a diverse team, united by shared values and strong bonds.

The Relocation Department Manager oversees the call center operations for apartment relocation services, ensuring exceptional customer engagement and optimized conversion rates. This role combines leadership, data analysis, CRM expertise, and strategic planning to drive performance and deliver a first-class prospect experience.

Core Responsibilities

• Supervise and support Relocation Department staff, ensuring adherence to company policies and customer service standards
• Answer Prospect phone calls and conduct leasing conversations
• Train team members as needed and document all training
• Design, implement, and measure strategy to increase rate of Prospect calls answered and appointments booked
• Audit Relocation and onsite staff phone calls to identify improvement opportunities and coach for excellence.

CRM Administration & Optimization

• Apply expert knowledge of CRM systems to manage guest cards, maintain accurate prospect data, and generate actionable reports.
• Edit templated CRM responses to align with company standards and customer preferences.
• Communicate system challenges, updates, and proposed enhancements to CRM representatives.

Customer Engagement & Conversion Strategy

• Create detailed guest cards in CRM for all prospects to ensure accurate tracking and follow-up.
• Consistently review and strategize methods to improve prospect-to-visit and prospect-to-lease conversion rates.
• Respond promptly to inquiries via phone, email, and other channels, maintaining a professional and customer-focused approach.

Data Analysis & Reporting

• Compile and analyze call center metrics, appointment trends, and lead sources to inform departmental strategies.
• Prepare and maintain weekly reports for leadership review, highlighting performance benchmarks and areas for improvement.

Performance Goals/KPIs

• Maintain team call quality score of 90% or higher based on audits.
• Complete monthly audits of 10% of calls and document coaching actions.
• Review and update templates quarterly to maintain compliance and tone      consistency
• Submit at least one improvement proposal per quarter to Marketing Director
• Increase prospect-to-visit and prospect-to-lease conversion rates by 10% year-over-year through targeted strategies.
• Maintain average response time under 2 hours during business hours.
• Deliver weekly performance reports with actionable insights

· Number-oriented sales management mindset

· Strong CRM proficiency and Microsoft Office skills

· Analytical and problem-solving capabilities

· Excellent communication and interpersonal skills

· Ability to thrive in a fast-paced, customer-centric environment

· People-oriented with a positive attitude and initiative

· Strong organizational skills and attention to detail

· Ability to adapt to change and drive continuous improvement

Education: High school diploma required; college coursework in marketing, data analysis, or related fields preferred.

Experience: Minimum 2 years in sales, public relations, or call center management within a computerized environment.

GSC Cares about your health and wellbeing and we provide the following benefits:

• Health, Dental, and Vision Coverage.
• 401(k) Retirement Savings Plans.
• 25% Employee Rental Discount at any GSC property.
• Paid Holidays, Paid Sick and Paid Vacation.
• Health Savings Account with Match.
• Maternity Leave.
• Employee and Dependent Care Assistance Programs.
• Short- and Long-Term Disability Insurance.
• Life, Critical Illness, Accident, and Cancer Insurance Plans.
• Pet Insurance.
• Identity Theft Protection.
• Legal Resources.

GSC is proud to be an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.