RELOCATION COUNSELOR I
Fully Remote Remote Worker - N/A
Job Type
Full-time
Description

  

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.


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.

Requirements

  

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. Ability to stand, climb stairs and lift at least 25 pounds.