Customer Experience Consultant, Home Sale

Title:                                  Customer Experience Consultant (Home sale)

POSITION SUMMARY:

The Customer Experience Consultant, Home Sale is responsible for ensuring a positive relocation experience for the customer by managing the day-to-day administration of assigned client relocation home sale programs, which include but are not limited to, coordination, approval and management of service deliverables, overall communication between and with client-company employees, Altair colleagues and service partners and clients, management of benefit and service costs & expenses, and file and data management.

 POSITION RESPONSIBILITIES:

·       Provide a positive relocation experience for each customer within an assigned caseload

·       Learn and understand assigned clients’ relocation programs including all policies, processes, and practices; clients with multiple policies and complex services offerings i.e., full home sale and capped programs which include development and management of budgets

·       Communicate changes and modifications with client programs to Operations Managers and all Altair colleagues following established procedures; document in appropriate Altair information systems as required

·       Communicate the relocation road map, providing a comprehensive explanation of the relocation process, policies, and practices to the customer

·       May communicate directly with client on a regular basis; make policy decisions and offer recommendations

·       Knowledgeable about Altair service partners; serve as primary point of responsibility and coordination between service partners and customer; including but not limited to real estate and related industries, transportation and storage companies, lodging and rental car companies and any other non-routine service partner(s) as required by a particular situation

·       Manage all data pertinent to each customer’s relocation file; document all relocation activities and transactions in the appropriate Altair information system

·       Understand and manage costs connected to relocation deliverables, maximizing the full intent of the benefit while minimizing expenses; demonstrate ability to develop and manage budgets and capped programs

·       Understand and manage Consultant reports, demonstrate ability to analyze/interpret client/customer reports

·       Direct day-to-day activities for assigned Associates if applicable

EDUCATION:

Bachelor's Degree or equivalent combination of experience, skills, training and education is preferred but not required.

TRAINING and EXPERIENCE:

● Must have a minimum of 3 years experience as a relocation consultant focusing on home sale relocations.

● Real estate license preferred

● Comprehensive knowledge and understanding of domestic relocation

● Strong knowledge of Microsoft Office Products, Word, and Excel and databases; knowledge of additional software packages is preferred; proficient with internal databases

● Able to confidently communicate/interface at multiple levels with customers, clients and service partners

● Adept at interpreting, applying and communicating complex policies and service offerings

● Excellent negotiating and persuasion skills

● Strong project management skills; ability to manage multiple projects simultaneously

● Calm under pressure; well-developed conflict management and consensus building skills

● Able to make effective difficult business decisions based on factual information using good logic and common sense

Final position (consultant or senior consultant will depend on candidate experience). Starting compensation for the position is dependent on experience and location. Range is $70,000 - $83,000 for candidates hired in California. Range will vary for candidates located in other geographical locations. 

WORK/PHYSICAL ENVIRONMENT:

Office setting and/or home office work environment.  Team member must be able to operate standard office equipment.

 Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.

Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member.  Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Salary : $70,000 - $83,000