What are the responsibilities and job description for the Customer Experience Consultant - Home Sale position at Altair Global?
ESSENTIAL JOB FUNCTIONS:
- Responsible for providing a positive customer experience, using X-check/survey scores from customer feedback as a measurable factor of performance.
- Responsible for a caseload of files on programs/clients – assignments will primarily focus on home sale programs, but may include other types of programs/files
- Learn, understand and administer 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
- Handle negotiations with real estate agents/brokers and sellers within the parameters of third-party home sale transactions to meet IRS regulations
- Communicate 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 primary point of responsibility and coordination between service partners and customer
- 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;
- Understand and manage data by using appropriate reporting tools
- Direct day-to-day activities for assigned Associate, as appropriate
EDUCATION:
High School diploma or the equivalent combination of experience, skills, training, and education required;
Bachelor's degree preferred.
TRAINING and EXPERIENCE:
- 3 years of experience as a relocation consultant
- Real estate license preferred; must have thorough understanding of home sale contracts and closing packages and associated documents/disclosures
- 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 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
WORK/PHYSICAL ENVIRONMENT:
Office setting and/or home office work environment. Team member must be able to operate standard office equipment. A majority of work time is spent seated, and working at a computer, speaking on the phone to customers and service partners, and attending meetings, while work against multiple deadlines.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable team members with disabilities to perform the essential job functions.
Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.
Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
