Manager of Client Services

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

• 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
  

Main Duties and Responsibilities:

• 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

Qualifications and Training:

• CRP required
• Preferred minimum of 2 years experience at CRS and clear respect of co-workers
• Competence Summary (Knowledge, abilities, skills, experience)
• 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
  

Work-related Personal Requirements:

• 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