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CapRelo · 1 month ago

Manager of Client Services

US-VA-Sterling

Full-time

Onsite

Mid, Senior Level

5+ years exp

CapRelo is a company focused on client services in the relocation industry. The Manager of Client Services is responsible for overseeing the Client Services team, ensuring effective customer service and managing relationships with clients and suppliers.

Human Resources

Growth Opportunities

Responsibilities

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 coordinated customer service to clients and transferees

Assists 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

Assists 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

Provides service to senior level transferees as identified by VP – Client Development

Coordinates 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 initiatives, 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 promotes a culture of continuous improvement and participates in team focused work practices

Qualification

CRP certificationRelocation customer serviceIT/AI understandingProblem solvingCommunicationCustomer service commitmentPro-active approachTeam managementSelf-motivated