Associate Client Service Manager

Summary

RELO Direct, Inc. provides domestic and international relocation services to corporate and government clients and their relocating employees. The Associate Client Service Manager coordinates relocation services, counsels employees on policies and benefits, manages client relationships and budgets, and ensures accurate, customer-focused service delivery while supporting business development and process improvement.

Responsibilities

• 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
• Perform policy and entitlements counseling on behalf of the client, including but not limited to needs assessment, cost estimate, budget creation and funding requests, all within policy or program and regulation parameters
• Audit relocation expenses against policy or program and budget as well as regulations such as Federal Travel Regulations and Joint Travel Regulations. Counsel transferees on expense submission, review, and tax assistance benefits
• Act as primary client contacts and deliver consultative solutions that achieve all service and cost objectives including budget formulation as well as funding requirements and approvals
• Possess a strong background and experience in corporate and government domestic and international relocation elements. Having the ability to act as a ‘utility’ team player. Have working knowledge and experience in 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 offerings. Experience in upselling preferred
• Continuously maintain up to date records in computer system(s) with a focus on timeliness, accuracy, and data integrity. Protect PII and secure information both internally and externally
• Provide mentorship and training to other employees, as directed
• Participate in client and business development meetings and presentations
• Demonstrate a results-focused initiative by achieving key performance metrics and influencing teammates to achieve total company results
• Use firsthand customer information and feedback for improvements in process, product, or services: ongoing SWOT analysis relative to role
• Continuously build knowledge and skills to improve performance and enhance value
• 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
• Support RELO Direct in the strategic development of customer relationships by sharing expertise, leveraging resources, and anticipating needs that result in excellent service

Skills

• 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 corporate and government domestic and international relocation policies and, exhibiting comprehensive knowledge
• 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
• The selected candidate must pass government security clearance
• Preference will be given to candidates who have previously obtained security clearance (including ‘Top Secret') and can maintain or re-obtain it
• CRP and/or GMS is a bonus
• Real estate experience, knowledge, exposure, i.e., having an accredited broker license, is a bonus

Qualifications

Must Haves

• 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 corporate and government domestic and international relocation policies and, exhibiting comprehensive knowledge
• 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
• The selected candidate must pass government security clearance

Nice to Haves

• Preference will be given to candidates who have previously obtained security clearance (including ‘Top Secret') and can maintain or re-obtain it
• CRP and/or GMS is a bonus
• Real estate experience, knowledge, exposure, i.e., having an accredited broker license, is a bonus

Benefits

• This is remote position.
• Paid time off
• Short- and long-term disability programs
• Life insurance
• Comprehensive health insurance (vision, dental, medical)
• A 401(k) plan