What are the responsibilities and job description for the Manager of Client Services position at CapRelo?
Overview
Qualifications and Training:
- 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
- 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
- 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 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
- 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