What are the responsibilities and job description for the Customer Experience Team Leader position at Weichert?
Weichert Workforce Mobility is hiring a Customer Experience Team Leader in Houston, TX. This is a hybrid role requiring two in office days in Houston, TX. The Customer Experience Team Leader leads and supports the relocation service team, training new staff, resolving service issues, and ensuring data integrity. They may manage a smaller caseload for VIPs and designated customers. Additionally, they assist the Client with recruiting efforts by offering policy knowledge and mobility Q&A.
Job responsibilities include, but are not limited to, the following:
- Provides leadership and team support to the relocation service team while supporting the Director(s), Customer Experience.
- Establishes procedures for process improvement within the team environment while ensuring consistency with organizational practices. Manages first level escalations from customers and clients.
- Acts as the main point of coordination for various phases of the relocation process for a reduced caseload (e.g., VIPs) as needed/available. Specific duties include policy and benefit counseling, work flow administration, home sale management, referral fee collection, financial services, and supplier coordination and file documentation.
- Performs transaction review, service recovery supervision, data management, revenue collection compliance, audit, and reporting analysis. Reviews data for compliance with standard operating procedures to guarantee appropriate billing, workflow, and coordination with other department objectives.
- Liaisons with the Client’s Recruiting Team to provide guidance and expertise on policy and benefit packages. Manages the general Recruiting Q&A inbox. Gathers data from the Client as needed to ensure we meet our Data Integrity Standards.
- Supports the implementation and execution of product and service initiatives in coordination with the Director(s), Customer Experience and other regional management.
- Performs other duties as assigned.
Requirements
The ideal candidate will meet the following requirements:
- Five (5) or more years of experience in relocation counseling
- Must have global relocation experience
- Direct client interaction and advisory experience required
- Experience with Real Estate laws and practices, financing, and disclosure
- Excellent customer service skills
- Proficiency in Microsoft Office suite of products
- Good people management skills
- Strong oral and written communications skills
- Strong attention to detail
- Ability to multitask in a fast-paced environment
- Basic math skills including addition, subtraction, multiplication, division, percentages, and fractions
