General Services Corporation (GSC) ยท 9 hours ago
Relocation Manager
Richmond,VA,US
Full-time
Onsite
Entry, Mid Level
2+ years expGeneral Services Corporation (GSC) has been providing First Class Service since 1971 and is looking for a Relocation Manager to oversee call center operations for apartment relocation services. This role involves leadership, data analysis, CRM expertise, and strategic planning to enhance customer engagement and conversion rates.
Real Estate
Responsibilities
Supervise and support Relocation Department staff, ensuring adherence to company policies and customer service standards
Answer Prospect phone calls and conduct leasing conversations
Train team members as needed and document all training
Design, implement, and measure strategy to increase rate of Prospect calls answered and appointments booked
Audit Relocation and onsite staff phone calls to identify improvement opportunities and coach for excellence
CRM Administration & Optimization
Apply expert knowledge of CRM systems to manage guest cards, maintain accurate prospect data, and generate actionable reports
Edit templated CRM responses to align with company standards and customer preferences
Communicate system challenges, updates, and proposed enhancements to CRM representatives
Customer Engagement & Conversion Strategy
Create detailed guest cards in CRM for all prospects to ensure accurate tracking and follow-up
Consistently review and strategize methods to improve prospect-to-visit and prospect-to-lease conversion rates
Respond promptly to inquiries via phone, email, and other channels, maintaining a professional and customer-focused approach
Data Analysis & Reporting
Compile and analyze call center metrics, appointment trends, and lead sources to inform departmental strategies
Prepare and maintain weekly reports for leadership review, highlighting performance benchmarks and areas for improvement
Maintain team call quality score of 90% or higher based on audits
Complete monthly audits of 10% of calls and document coaching actions
Review and update templates quarterly to maintain compliance and tone consistency
Submit at least one improvement proposal per quarter to Marketing Director
Increase prospect-to-visit and prospect-to-lease conversion rates by 10% year-over-year through targeted strategies
Maintain average response time under 2 hours during business hours
Deliver weekly performance reports with actionable insights
Qualification
Required
Number-oriented sales management mindset
Strong CRM proficiency and Microsoft Office skills
Analytical and problem-solving capabilities
Excellent communication and interpersonal skills
Ability to thrive in a fast-paced, customer-centric environment
People-oriented with a positive attitude and initiative
Strong organizational skills and attention to detail
Ability to adapt to change and drive continuous improvement
High school diploma required
Minimum 2 years in sales, public relations, or call center management within a computerized environment
Preferred
College coursework in marketing, data analysis, or related fields
Benefits
Health, Dental, and Vision Coverage.
401(k) Retirement Savings Plans.
25% Employee Rental Discount at any GSC property.
Paid Holidays, Paid Sick and Paid Vacation.
Health Savings Account with Match.
Maternity Leave.
Employee and Dependent Care Assistance Programs.
Short- and Long-Term Disability Insurance.
Life, Critical Illness, Accident, and Cancer Insurance Plans.
Pet Insurance.
Identity Theft Protection.
Legal Resources.
Company
General Services Corporation (GSC)
Since 1971, our vision has been to be first class providers of apartment homes and management services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Hurley
Chief Financial Officer
Company data provided by crunchbase