Relocation Manager

General Services Corp.•Richmond, VA

About The Position

Join our team at General Services Corporation, where we have provided First Class Service since 1971. As a valued member of our GSC family, you will be part of a supportive and encouraging network that thrives on collaboration and open communication. We believe in nurturing your skill growth and aspirations for professional development. At GSC, we celebrate First Class excellence, encourage innovative thinking, and have fun while doing it! Embark on a rewarding journey with us, where every day is an opportunity to make a positive impact and become part of a diverse team, united by shared values and strong bonds. The Relocation Department Manager oversees the call center operations for apartment relocation services, ensuring exceptional customer engagement and optimized conversion rates. This role combines leadership, data analysis, CRM expertise, and strategic planning to drive performance and deliver a first-class prospect experience.

Requirements

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; college coursework in marketing, data analysis, or related fields preferred.
Minimum 2 years in sales, public relations, or call center management within a computerized environment.

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.
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.
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.
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