CapRelo

Compensation

Full Description

Overview: • Supports Client Services administrative, presentation, reporting, efficiency, project, and management responsibilities in accordance with Client requirements, GSA Scope of Work and agreed upon CRS processes, procedures and policies. • Gathers and shares knowledge of Clients, Capital Relocation and mobility industry with entire service delivery team • Ensures that the Client Services team provides effective, front line, customer centric service to our clients, transferees, suppliers and internal customers • SupportS coordinated responses to customer and client queries, service requests or complaints across multiple communication channels • Assists in the development of programs, process and performance standards to ensure the provision of timely, effective, proactive and co-coordinated customer service to clients and transferees. • Assist in effective and performance based selection and management of our supplier partners. • Plays a key role in ensuring that the Client Services team has effective working relationships with professional, technical and support staff across the JK Enterprise and with our supplier partners Responsibilities: • Ensuring Client satisfaction meets defined performance levels • Training, Development & mentoring service team • Assist in recruiting and hiring service team • Accountable for team meeting & exceeding performance standards • Problem solving & client solutions development • Development & maintenance of our SOW interpretation and solutions tracking database • Ensuring full compliance with defined Capital Views processes, procedures and key fields tracking • New Client transition and implementation assistance • Coordination of internal & external reporting as directed • Provide service to senior level transferees as identified by VP – Client Development • Coordinate all Client meetings and communications as required with other client relations personnel • Delivery of Capital Relocation management required reports for GSA Main Duties and Responsibilities: • SupportS the Client Services team with client support/ development and internal intiatives, as required • Ensures the provision of an effective and customer focused response to enquiries and requests from clients, transferees, GSA contract personnel, businesses or partner organizations in a manner that reflects both Corporate and Service standards. • Ensures that enquiries, requests and complaints from all sources are speedily and efficiently resolved • Monitors customer requests, comments and complaints to ensure that appropriate follow-up or progress is undertaken and that customer care standards are adhered to • Acts as an advocate for Clients and transferees when interacting with the Service Team • Participates in the management of all Client Service operations • Participates with other employees in knowledge sharing, standard processes and best practices as the Capital Relocation organization grows and adds additional service delivery teams. • Pro-actively seeks solutions and improvements to service delivery and to discuss these with the SVP and Vice President – Client Services and implement those as agreed upon. • DevelopS effective working relationships with colleagues, internal and external customers and to work towards continuous improvement in all aspects of service provision • Assists in the maintenance and management of systems in liaison with the VP and SVP • Develops and promote a culture of continuous improvement and participate in team focused work practices Qualifications: Qualifications and Training: • CRP required • Preferred minimum of 2 years experience at CRS and clear respect of co-workers • Competence Summary (Knowledge, abilities, skills, experience) • Minimum of 5 years experience in a relocation customer services environment • Ability to prioritize workloads • Excellent written and verbal communication skills • Ability to deal with challenging customers and conflicting situations • Ability to work flexibly, with minimal supervision in a highly pressurized environment • Problem solving and solutions development skills including the ability to react to problems quickly • Ability to work effectively with people at all levels • Good IT/ AI understanding, including ability to use AI tools effectively Work-related Personal Requirements: • Commitment to providing excellent Customer Service • Commitment to the mission and core values of Capital Relocation Services • Self-motivated and willing to use own initiative • Pro-active approach to work and a “can do-have it your way” attitude