Customer Experience Consultant

Altair Global • Minnetonka, MN

13d

About The Position

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.

Requirements

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

Responsibilities

• Providing a positive customer experience, using X-check/survey scores from customer feedback as a measurable factor of performance.
• Managing a caseload of files on programs/clients excluding home sale benefits.
• Learning and understanding assigned clients’ relocation programs including all policies, processes, and practices (typically these are established Altair clients with well-defined policies and limited services)
• Communicating 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.
• Managing all data pertinent to each customer’s relocation file, document all relocation activities and transactions in the appropriate Altair information system.
• Understanding and managing costs connected to relocation deliverables by using a consultative approach to maximize the full intent of the benefit while minimizing expenses.
• Understanding and managing data by using appropriate reporting tools.
• Directing day-to-day activities for assigned Associate, as appropriate.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED