Customer Experience Consultant

The Customer Experience Consultant is responsible for ensuring a positive relocation experience for the customer by managing the day-to-day administration of assigned client relocation programs (lump sum, renter, or other limited service programs) which include but are not limited to, coordination, approval and management of service deliverables, overall communication between and with customers, Altair colleagues and service partners, management of benefit and service expenses, and file and data management.

ESSENTIAL JOB FUNCTIONS:

• Responsible for providing a positive customer experience, using X-check/survey scores from customer feedback as a measurable factor of performance.
• Responsible for a caseload of files on programs/clients excluding home sale benefits.
• Learn and understand assigned clients’ relocation programs including all policies, processes, and practices (typically these are established Altair clients with well-defined policies and limited services)
• Communicate the relocation road map, providing a comprehensive explanation of the relocation process, policies, and practices to the customer.
• Knowledgeable about Altair service partners; serve as a primary point of responsibility and coordination between service partners and customer.
• 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 by using a consultative approach to maximize the full intent of the benefit while minimizing expenses.
• Understand and manage data by using appropriate reporting tools.
• Direct day-to-day activities for assigned Associate, as appropriate.

EDUCATION:

High school diploma or the equivalent combination of experience, skills, training, and education required. Bachelor’s degree preferred.

TRAINING and EXPERIENCE:

• 1 year or more of experience as a relocation associate
• Good basic knowledge and understanding of domestic relocation or associated industries such as travel coordination, temporary housing, or real estate.
• Working knowledge of Microsoft Office Products, Word, and Excel and databases; knowledge of additional software packages is preferred.
• Able to confidently communicate at multiple levels with customers, clients, and service partners.
• Understand, apply concepts of and communicate policies and processes.
• Deadline and time sensitive
• Able to self-direct and self-manage.
• Expense and budget sensitive
• Able to make effective business decisions based on information using good logic and common sense.

WORK/PHYSICAL ENVIRONMENT:

Office setting and/or home office work environment. Team members must be able to operate standard office equipment. Team members spend a substantial amount of time working on the computer, on the phone speaking with customers and working under deadlines.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable team members with disabilities to perform the essential job functions.

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.