Manager of Client Services

CapRelo•Sterling, VA

24d

About The Position

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

Requirements

CRP required
Preferred minimum of 2 years experience at CRS and clear respect of co-workers
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

Responsibilities

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