Customer Experience Consultant, Home Sale

Altair Global•Walnut Creek, CA

6d•$70,000 - $83,000

About The Position

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.

Requirements

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

Nice To Haves

Real estate license preferred

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